Customer Contact Info Page

View and manage a customer’s phone numbers and email addresses

May 12, 2026

Overview

The Contact Info page shows every phone number and email address Carpay has on file for a customer. It pulls together contact information from your DMS, contact information added by the customer in Carpay, and contact information added by the dealership in Carpay — all on one screen.

From this page you can:

• See every phone number and email associated with the customer
• Identify where each piece of contact information came from
• Select which phone number and email should be used as the Primary to send notifications to
• Edit existing contact information

How to Open the Contact Info Page

1. Go to the Customers menu and open the customer’s account.
2. In the left-hand menu, click Contact Info.

You’ll land on the page shown below.

What You’ll See on This Page

At the top of the page you’ll see the customer’s name, vehicle, and Customer ID. The right side shows account-level details for quick reference:

• Regular Scheduled Amount – the customer’s normal payment amount
• Current Due Date – the next scheduled payment date
• Payment Frequency – how often the customer pays (e.g., bi-weekly)
• Current Amount Due – the amount currently owed

Below the header, contact information is displayed in two sections: phone numbers and emails.

Phone Numbers

The phone section lists every phone number on file for the customer. Each row shows:

• Primary – a checkbox indicating which number is set as primary
• Type – where the number came from. Possible types include:
  • Cell Phone Number in DMS – cell number imported from your DMS
  • Home Phone Number in DMS – home number imported from your DMS
  • Work Phone Number in DMS – work number imported from your DMS
  • Phone Number Customer Added to Carpay – a number the customer entered themselves
  • Phone Number Dealer Added to Carpay – a number a dealership user added
• Contact – the actual phone number
• Status – whether the number is currently active
• Status Date – the date the status was last updated

Email Addresses

The email section follows the same layout and shows every email address on file:

• Primary – a checkbox indicating which email is set as primary
• Type – where the email came from:
  • Email in DMS – email imported from your DMS
  • Email Customer Added to Carpay – an email the customer entered themselves
  • Email Dealer Added to Carpay – an email a dealership user added
• Contact – the actual email address

Setting the Primary Phone Number and Email

Carpay uses the Primary phone number and email address for all customer communication — including text reminders, email reminders, registration messages, and payment confirmations.

By default, the Cell Phone Number in DMS is set as the primary phone, and the Email in DMS is set as the primary email. If a customer adds different contact information when they register their Carpay account, or if a dealer adds new information, you can update the primary selection to match.

How to Change the Primary Contact

1. Find the phone number or email you want to use as the primary contact.
2. Click the checkbox in the Primary column on that row.
3. The checkbox you select will become the new primary; the previous primary will be unchecked automatically.

Note: Only one phone number and one email can be set as primary at a time. Selecting a new primary replaces the previous one.

Tip: If a customer tells you they’re not receiving texts or emails, the Contact Info page is the first place to check. Verify that the primary phone and email are correct and active.

Editing Contact Information

To update existing contact details, click the Edit button at the bottom of the contact list. From there you can correct phone numbers and email addresses as needed.

Note: Any contact information you edit in Carpay will not be updated in your DMS. To keep both systems in sync, make the change in your DMS and it will automatically sync over to Carpay.

Need Help?

If a customer’s contact information looks incorrect or is missing entirely, or if you have questions about which contacts Carpay is using for outbound messaging, please reach out to Carpay Support.