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New student email address is not updating in CAS Shield

This guide explains how student email addresses are updated in CAS Shield, and what steps you should take if an update does not appear as expected.

Key points to remember

  • Enroly does not have access to change applicant email addresses.

  • If a student requests an email change, or you notice an error with the email address in CAS Shield, please update it in your university system. Students should not be directed to Enroly for this.

When the new email does not appear in CAS Shield

If you have updated a student’s email in your university system and it is not reflected in CAS Shield, the resolution depends on your integration method:

  • CSV Upload

Update method: The new email address will appear on the next CSV upload.

Next step: Confirm that the correct email address is included in your next CSV report.

  • SFTP Upload

Update method: The new email address will appear on the next SFTP upload/sync.

Next step: Confirm that the updated email address is included in the SFTP feed.

  • SITS Turnkey Integration

Update method: Email addresses are updated automatically from SITS.

Next step: Check in SITS that the email has been correctly updated.

If confirmed but still not reflected in CAS Shield, please provide proof of the update and escalate by reporting to the CAS Shield Live Chat Support so the Enroly team can investigate and, if necessary, re-trigger the update.

  • API Integration

Update method: Email addresses are updated automatically via API.

Next step: Confirm that the update is visible in your university system.

If confirmed but not showing in CAS Shield, please provide proof of the change and escalate to the CAS Shield Live Chat Support so the Enroly team can investigate and, if necessary, re-trigger the update.