Introduction

Webtools Error Message: [22005] Multiple customers exist for the same email address


Use these steps when:

• A customer registered on TiVo's website swaps their TiVo, and the new TiVo does not show on their TiVo online account
   
• A customer registered on TiVo's website moves to another address, and their ICOMS / BOLT account number changes

Resolution Steps

 

 

1. Reprovision the TiVo
    
2. Synch the TiVo in WebTools to populate the registered email address
    
   • If the email address filed is blank or reads null, register the customer's TiVo
      
3. If the problem persists, click Create Work Order or Technical Case button on the Work Orders Tab in BOLT
   
   Fill out the information as described below and click Submit
    

   Trouble Call or Tech Case	TiVo Issue
   Service Category	TiVo ONLY
   Problem Description	TiVo Registration Issue
   Select	All affected TiVos
   Include	Error description and email address used to register