IGNITE App Stuck on Apple Relay Account After Switching Emails (LIVE! Won't Sync) — Agent Playbook [INTERNAL]

INTERNAL USE ONLY

Overview

This playbook is for when a customer's IGNITE app stays stuck on an Apple private-relay account. The customer originally signed into the IGNITE app using "Sign in with Apple" with Hide My Email, but created their IGNITE LIVE! account with their normal (non-relay) email. After they switch the app over to their normal email and log back in — even with the correct account — the IGNITE app's User Info / settings page still shows the @privaterelay.appleid.com email, and IGNITE LIVE! still shows as unpaid/disabled and won't sync (missing modules, no Pyrocast).

How to spot it: the app's User Info / settings page keeps displaying the @privaterelay.appleid.com address even though the customer has already switched to their normal email and signed back in with the correct account.

Cause

The customer first signed into the IGNITE app with Apple's Hide My Email, so a private-relay address became the account's stored credential. Apple shares the real email only once (on first sign-in) and then uses a unique relay code. Because of that, changing the email and logging out/in does not dislodge the stored relay credential — the app keeps pulling the relay account, so its settings page still shows the relay email and IGNITE LIVE! can't recognize the (correct) subscription, treating it as inactive. Clearing it requires correcting the account email on our side and removing "Sign in with Apple" on the device, then a clean reinstall.

What Does Not Resolve It

Resolution

Part 1. Agent: set the correct account email in the admin portal

Open the customer's IGNITE Designer admin page and change the email tied to their IGNITE account to their real email (the one their IGNITE LIVE! subscription is under):

https://admin.designer.ignitefiringsystems.com/user/{USER_ID}

Update the email there so the account matches the subscription email.

Part 2. Customer: clear the Apple sign-in on the device

1. Have the customer delete the IGNITE app.
2. On iPhone: Settings → tap their name → Sign-In & Security → Sign in with Apple → IGNITE → Stop Using Sign In with Apple.

Part 3. Customer: reinstall and sign in with the correct email

1. Have the customer reinstall the IGNITE app.
2. Sign in using their real email (the one you set in Part 1) — not "Sign in with Apple".
3. Confirm their shows appear and that IGNITE LIVE! / Pyrocast is now enabled.

Part 4. Verify before any show

Recommend the customer re-test the full setup before their next show to confirm it's stable. If you want to confirm the app is writing to the correct account, have them create a one-event test show in Show Designer and confirm the show ID appears under the corrected account (this was used in #191958 — show code 57NK).

Escalation

If LIVE! still won't sync after Parts 1–3, escalate to Zach Gilbert (zgilbert@cobrafiringsystems.com) with the customer's IGNITE account email, the admin user ID, and a screenshot of the IGNITE app User Info and the IGNITE LIVE! billing dashboard.