If everything routes to one person and that person is unreachable, an important message about your facility can sit unread. A fallback contact is a second named person who receives account and servicing communications so nothing critical falls through the gap.
What the fallback contact receives
- Notices that a new statement or year-end summary is ready.
- Reminders about upcoming collections and any failed-payment alerts.
- Servicing messages that need a response, such as a verification request.
By default the fallback contact receives copies, not control — giving them the messages does not give them the power to change the account. If you want them able to act, give them a user role as well.
How to add one
Go to Account > Contacts & notifications, add the person’s name and company email, and mark them as a fallback contact. You can change or remove them at any time.
Most of this is self-service in your customer portal, which is the fastest route and available at any time. Where a change needs our team to verify it, we say so and give a realistic turnaround so you can plan around it.
See also: Managing your notification preferences, Changing the primary contact email, Why am I not receiving account emails?.