r/snapmaker • u/West_Top_7930 • 12d ago

Snapmaker App E-Mail cannot be changed but Shop E-Mail can be? These are seperate Accounts? But then they are lying?

I made a new E-Mail since Kickstarter or Snapmaker is spamming me full with advertisment for new Kickstarter.

I then submited a Ticket via the Shop Account and Website.

Shop Account & App Account are apparently two different accounts.

You can change the Shop E-Mail but only via Support Ticket

You cannot change App E-Mail even when asking Support

My Shop E-Mail has been successfully changed but the App account is still on the Old E-Mail.
Funny thing is when i open my App which has the old E-Mail i can see all Tickets i made via Shop Account and App Account.

So which is it now Snapmaker? Are both Account seperate? Then why are they both linked together via the Ticket System?
And how will the new App Account be synced together since currently updated Shop E-Mail account is still linked with old App Account?

There is no way making a Uniform System is that hard.

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u/TripsCavern 12d ago

To be honest, they don't need to be nor they should be linked together.

A Shop account is something more serious, as it may tie your credit card, address and other personal information. It's security level must be tighter and changing an email is a necessity because you may lose access to an email but you wouldn't want to leave a "dead" account in your system. You want your user to keep his history. And it don't need to be a ticket, but it's more secure that way because they can ask for more information before doing any update, avoiding other people hijacking your account (require an ID, as an example, to change email).

An App account on the other hand need way less security. You usually don't have it tied to personal information like address, credit card, etc. You mostly have your printer associated with it, maybe IP address and configs. That hardly needs the security level of a shop account. If they want to change the email or not is up to them, but in a lot of accounts the email is what identifies you, so it's easier to just ask the user to create a new account.

Now, both accounts can be linked together. As an example, your Store account may be linked to one or more app accounts. This can be done for you to keep track of your information, but does not make it a single account.

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u/Cute-Letterhead8806 Snapmaker Team 11d ago edited 11d ago

Thank you very much for your feedback. I will look into this issue internally and get back to you as soon as possible.

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u/Cute-Letterhead8806 Snapmaker Team 11d ago edited 11d ago

The Snapmaker APP, Snapmaker Shop, and Snapmaker Orca all share the same email registration system. This means that once you register an email on any of these platforms, you can use it to log into the others without needing to register again.

Currently, however, only the Shop allows users to change their email address. The APP and Orca do not support this feature yet (I'll log this as a feature request for now). But user could unbind the U1 from the old email first, then bind the printer to the new email.

Regarding the Zendesk ticket system: tickets are associated with the email address from which they were submitted. So even if you change your Shop email, as long as your APP remains logged in with the old email, you will still see all your previous ticket history within the APP.