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March 14, 2019

Wrong Contact Suggestions

There are two scenarios when Spark may suggest to you the wrong email address in the “To:”, “Cc:”, or “Bcc” fields. Please see your case and follow the instructions to solve the issue.

1. There is an outdated or misspelled email address

To delete a wrong contact suggestion while composing an email in Spark for Mac, tap the cross icon near this email address.

In Spark for iOS, swipe a contact suggestion from right to left and tap Delete.

Note: For Mac and iOS, this feature is available in Spark 2.1.6 or newer. If the app hasn't updated automatically, open the App Store > Updates. Find Spark on the list and select Update.

Spark for Android currently doesn’t support editing or deleting the autofill suggestions, but we’ll add this feature soon. Now, you can use a workaround to exclude irrelevant emails from contact suggestions.

Delete all emails from (or sent to) the contact you’d like to remove:

  1. Tap the search icon at the top right.
  2. Type “from” or “to” and enter the email address you want to delete from contact suggestions.
  3. Long tap any email in the search results.
  4. Tap Select All at the bottom.
  5. Choose  at the top toolbar. If there’s no such option, tap the More icon  at the top right and select Delete.

Now, resync the address book to make Spark update the autofill suggestions:

  1. Tap the menu icon  at the top left.
  2. Tap Settings.
  3. Select Support > Resync Address Book.
  4. In a pop-up message, tap Resync.

2. Information from two different contacts is merged

In some cases, Spark may suggest a completely wrong email address when you compose an email. For example, when the "Tom Green" contact merges with the "ann@example.com" email address which belongs to a different contact.

If you are experiencing this issue, we are ready to help you personally. Please send us the screenshots illustrating the issue from Spark and the screenshot with a correct contact information from the Contacts app. Follow the steps below to send the app logs to our team.

  1. Click Spark at the top left of your screen.
  2. Select Preferences > General.
  3. Tick Detailed Logging.
  4. Tap Check New Mail at the top left of the screen to refresh your inbox.
  1. At the top left of the screen, tap Help > Send Feedback.
  2. In the subject line, please write “Wrong contact suggestions in Spark.”
  3. Click  to attach the screenshots illustrating the issue from Spark and the screenshot with a correct contact information from the Contacts app.
  4. Select Send.
  1. Tap the menu icon  at the top left.
  2. Open Settings > Support.
  3. Enable the Detailed Logging toggle.
  4. Go back to your inbox and pull down from the top of the screen to refresh it.
  5. Open Settings > Support > Send Feedback.
  6. In the subject line, please write “Wrong contact suggestions in Spark.”
  7. Tap  and attach the screenshots illustrating the issue from Spark and the screenshot with a correct contact information from the Contacts app.
  8. Select  to send an email.

Note: Spark automatically attaches a .zip file with the application logs to this email. They are used only for our investigation. This file may contain sensitive personal data, but we assure you we treat it as confidential information.

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