Error When Attempting to Change Account Email

[mausby]

For Context
One of our team members (Jane Doe at jdoe@email.com) recently had a name change (now Jane Smith) and needed a new email address (jsmith@email.com). Amid the email change, we were also changing our IT services provider. Due to this, Jane could not access her HubSpot account because they used Google to sign in rather than email/password. She did not change her email in HubSpot prior, and the IT provider made a mistake with alias forwarding from the old email to the new email. So, attempts to get a password reset failed during this time too. Once we realized that the IT provider made a mistake, we rectified the issue and sent the password reset. Now Jane has access to her original account and under the original email (jdoe@email.com). During the downtime with the IT provider, we set up a new HubSpot account under jsmith@email.com so services could continue. We removed the account once Jane regained access.

Issue

We want to change jdoe@email.com to jsmith@email.com. Jane runs into the following error when we attempt to make the change (See image below). 

Error: Unable to update email address. Please try again or enter a new email address.

What We Have Tried

1. We followed the link and made sure to deactivate and remove the account that temporarily held the email jsmith@email.com. Link navigates to Remove HubSpot users.
2. We followed the Change your HubSpot user's email address article.
3. We tried to refresh cache data and use different browsers and IP addresses.
4. We have an open ticket with HubSpot Support. 

Theories 

1. Is it possible that when we made the additional account with the desired email (jsmith@email.com), HubSpot stored that email, and now it cannot be used?
2. Jane has Google Calendar synced in her HubSpot account. The Google account being used is jsmith@email.com, but the email for HubSpot is jdoe@email.com. Is it possibly this connection causing the error? Should we disconnect all syncs and then try?

[mike533 · Accepted solution]

It sounds like HubSpot may still have stored in its system, even after the temporary account was deleted. Since you’ve already removed the duplicate account and followed HubSpot’s email change process, the issue could be due to cached data on HubSpot’s end. Try disconnecting all Google syncs, especially if Jane’s HubSpot account is linked to via Google Calendar. Then, attempt the email change again. If the issue persists, HubSpot Support may need to manually clear any residual associations with the old account.

[kennedyp]

Hi @mausby! Welcome to the Community-- happy to have you here 😊

Thank you for all of this context-- it sounds like you are on the right track with your troubleshooting. I would guess that your #1 theory may be the case that there is a user on the backend now using that new email address. 

Likely, your open Support ticket will be the best way to address this type of issue since it involves some private information like your emails. For an even quicker resolution, I might recommend having the affected user call Support directly (1-888-482-7768 x3 (This is for United States customers. Find a list for all numbers here)) for some live troubleshooting over a screen share! 

Best,

Kennedy

[mausby]

Hi Kennedy,

Thank you for the response and the welcome!

Combing through the tickets and automation I noticed the new email was attached to a workflow. Unfortunately, this did not do the trick, but I feel like we're getting closer. We'll take your advice on troubleshooting over a screen share with HubSpot Support.

Best,

Marlon Ausby