Program coordinators can't directly change a participant's email address on Mentorloop, this is a security measure to protect participant accounts. If a participant needs their email updated, you can help by directing them to our self-service instructions or escalating to Mentorloop support.

Why can't I change a participant's email address?

This is by design. Allowing program coordinators to edit participant email addresses would create a security risk, a coordinator could change a participant's email to their own and gain access to that person's account and private loop conversations.

How do I help a participant who needs their email updated?

It depends on the situation:

• In most cases, participants can update their own email from Account settings while logged in. Send them the Update your email address article for step-by-step instructions.
• If their program uses SSO and email editing is restricted, the participant may see a message in their account settings directing them to contact you. In this case, escalate to Mentorloop support. the team can initiate an email change on the participant's behalf using admin tools.
• If the participant can't log in at all (for example, their SSO ID has changed, or they're locked out due to MFA), escalate to Mentorloop support, the team can assist using admin tools.

To escalate any of the above, contact support@mentorloop.com.

Profile, Account and Registration Form Ownership:

Participant registration forms and profiles are only editable by participants themselves, Program Coordinators can not edit participant profile, role or sign-up form data. This is by design, as the data is owned by the participant. 

If profile fields need to be updated due to incorrect or outdated information, participants can do this via their Account Menu >  Program Profile, edit the relevant fields. 

A participant can access and update their profile at any time! We encourage participants to review profile information regularly, ensuring profile data remains accurate. This allows Mentorloop to consistently deliver high-quality matches, based on current objectives, skills and experience.