Override Zipcode

Overview

Manually set a customer's zipcode when automatic IP-based resolution fails or is inaccurate.

:::tip At a Glance
Who is this for?

Support agents fixing location-related access issues.

When do I use this?

When a customer can't access regional content because their IP-derived zipcode is wrong, or when Home Based Authentication (HBA) isn't resolving correctly.

What will happen?

The customer's zipcode is overridden to the value you enter, bypassing IP-based detection.
:::

Prerequisites

A support session must be active for the customer

Steps

Step 1: Open the Zipcode Override action

From the customer profile's location section, find the Zipcode Override control.

Step 2: Enable the override toggle

Flip the switch to enable zipcode override.

Step 3: Enter the zipcode

A text input appears. Type the correct zipcode.

Step 4: Save

Move focus away from the input. The value saves automatically on blur.

Expected Behavior

Once saved, the overridden zipcode replaces the IP-derived value for all location-based checks.
Disabling the toggle removes the override and reverts to IP-based detection.
An audit log entry is created: "Updated user data fields: zipcodeOverrideEnabled, zipcodeOverrideValue".

If Something Goes Wrong

Override not taking effect? → Verify the toggle is enabled and the value field is not empty. The save triggers on blur.
Customer still sees wrong content? → The override affects server-side checks. The customer may need to refresh their app or clear cache.

View customer profile
View audit logs