Cannot add/remove secondary emails for non canonical vids

[PWTesting]

I get this error when trying to remove an email address from a contact: 'Cannot add/remove secondary emails for non canonical vids'. I don't quite understand why it is happening, or how to fix it. 

For example, our email address is a secondary email address on contact 1. But the request we are trying to send is removing the emaill address from contact 2. However if I try to access contact 2, it is actually redirecting me back to the contact 1. This makes it seem like either contact 2 doesn't exist or maybe was merged into 1. What is the correct way to handle situations like this? 

[Humashankar · Accepted solution]

Hi @PWTesting 

The issues with managing secondary emails may be attributed to two possible causes.

First, contacts 1 and 2 might have been merged in the past, which, if not handled correctly, can lead to problems.

Second, there could be actual duplicate contacts with the same email address existing in the system.

To solve this, examine the contact record for contact 1, checking for any evidence of a merge or association with contact 2. If a merge is found, try to undo it or update the secondary email information for the correct contact.

Furthermore, utilize contact deduplication tool to identify potential duplicates and merge them correctly, confirming the secondary email is associated with the right contact.

Hope this helps - Happy to help further!!
Thank you very much and have a great one!
Warm regards