Two different email addresses — two different responsibilities
Crownbeam has two completely independent email concepts that are easy to mix up:
What | What it's for | Who can change it |
Office email | Pure contact info — e.g. for invoices. No login possible. | The practice itself, under Settings → My Business → Business Details. |
Login email of the first practitioner | Access to the customer portal. | The lab — as long as the status isn't Active yet. |
Login email of further practitioners / team members | Customer portal access for this team member. | Only the practice itself — via its own settings. |
Change the login email of the first practitioner
The lab can change the login email of the first practitioner for a practice — but only as long as the practice hasn't accepted the invitation yet. You'll see the current status in the client list, next to the practice name.
Status | Pencil icon visible? | What to do? |
Send invitation (Pending) | Yes | Adjust the email, then send the invitation. |
Invitation not yet accepted | Yes | Adjust the email, then resend the invitation. |
Has never logged in (Active) | No | No longer possible from the lab. |
How to change the practice's email
Open Clients in the navigation bar.
Find the practice in the client list.
Click the pencil icon next to the practice name — the Edit Practice form opens.
Adjust the email in the Email field.
Save the change.
Resend the invitation via the corresponding button.
Tip: Give the practice a quick heads-up before you send the invitation
Change a practitioner's email
The lab can't change the email address of an individual practitioner or team member within a practice. That's exclusively done by the practice itself — via its own settings under Settings → Team.
Important: The email address cannot be overwritten directly!
Note: If needed, point the practice to the article Change a user's email address — the whole process works the same way for a practice as it does for a lab, and it's explained there step by step.
FAQs
What's the difference between the office email and the login email?
The office email under Business Details is pure contact info for the practice and has nothing to do with login. The login email is the actual access address for the customer portal — every practitioner or team member has their own, starting with the login email of the first practitioner, which is shown in the client list.
What happens once the practice already has Active status?
Once the invitation has been accepted, the pencil icon is no longer visible in the client list. The main email can then no longer be changed by the lab — the practice has to do it themselves via their own settings.
Can I ever change a practitioner's email address as a lab?
No. The lab can't change the email addresses of individual practitioners or team members within a practice — that's always the practice's own responsibility.
I also use a test practice — does that count as one of the three email addresses?
No, your test practice's login address is independent of a real practice's office email and practitioner login addresses. It only serves to try out Crownbeam from a practice's point of view. Learn how to set up a test practice in Create a test practice.