Unable to edit email address

Smart CRM & Sales Hub Account & Settings
1

I am trying to update the email address related my user. I have updated it in the settings section, I received the email verifiaction link in the new email addres but when following the email confirmation link each time I receive it, I go back to the HubSpot login page and then I get the same error message indicating that there is no such email address associated with the account.

So I am unable to update the email address, can someone help? Thak you!

2

Hi @mPernillo and welcome, it’s a pleasure to have you here!
Thanks for reaching out to the HubSpot Community!
Can you please check the note at the top of this article to see if this could explain the error message: “Change your HubSpot user’s email address”.
I’d love to put you in touch with our Top Experts: Hi @karstenkoehler, @danmoyle and @Josh do you have suggestions to help @mPernillo, please?
Have a lovely day and thanks so much in advance for your help!
Bérangère

3

Hi @mPernillo

It sounds like the verification loop is blocking you from completing the update. When you click the verification link and it redirects to the login page, HubSpot may still be recognizing the old email as the primary one

A couple of things to try:

Make sure you’re fully logged out of HubSpot before clicking the verification link, then log in again with your existing credentialss

Try clearing cache/cookies or opening the link in a private/incognito window.

If your email address is tied to multiple HubSpot accounts, the system can get confused worth double-checking that.

If none of these work, it might need HubSpot Support to manually reset the email on your user account.

4

Hi @mPernillo,

This usually happens when the new email address isn’t completing the verification properly or when there’s a mismatch between the HubSpot login and the updated user settings. A few things you can try:

  1. Make sure you’re fully logged out of HubSpot before clicking the verification link. If you’re logged in with the old email, the confirmation may fail.
  2. Open the verification link in an incognito/private window – this avoids cached sessions interfering with the update.
  3. Check that the new email address isn’t already tied to another HubSpot account. If it is, you won’t be able to use it for your current user.
  4. If the above doesn’t work, you’ll need to reach out to HubSpot Support. They can manually update the email on your user account or check if something is blocking it on the backend.
    Hope this helps!
5

Hi @mPernillo, just checking in, do you still need help?
If you do, have you checked the options suggested in all of the current replies from @WebGuruz_Tech, @RubenBurdin and myself, please?
The more info, screenshots (without sensitive/confidential information), and details you can provide, the better the Community can assist.
Thanks and have a great day! :sun_with_face:
Bérangère