Unable to change email

[MWakefield4]

Hi - I am trying to change my email using the methods described in the online help. If I go to Profile & Preferences -> Security - I can see my old email address. I would like to change it. The method described in the help is to simply type the new desired email into the field where my old one is located and hit enter. This should prompt the system to ask for your password, which would then in turn send an email to your old account for confirmation, and so on.

My issue is that I cannot type anything into that email short text box. It will not accept any input. How can I fix this?

I have tried resetting my account password, to no effect. 

[MWakefield4 · Accepted solution]

Hi - Replying to my own post, as it was solved, but not through any of the methods suggested here (nor through any action I was taking - support fixed it somehow.)

I created a support ticket describing my issue, and I assume something must've happened on the back end - because I used the method described here yesterday, and the process worked. In doing so - I discovered something which I cannot explain, but may help someone else, if they are having the same issue.

Underneath the email address in Profile & Preferences -> Security - there is a small button labeled "Edit email address". It's function is obvious: you have to click this button to enter in a new email address. When I logged in previously - this button was not present in the GUI! When I created my support ticket, I can only assume someone made a change somewhere to make it re-appear, and from then on, the process was straightforward.

Why the button was not there is not clear to me. There is some information in the FAQ on the subject related to Azure and SCIM (?) systems. I don't know anything about these but they are login systems that are centralized (re: outside of Hubspot) that you can use on multiple services and websites - and perhaps I had something like this active without knowing it - but I cannot say for sure. In any case - it was fixed, so if you do not see that button in that place - something similar may be happening to you.

[MWakefield4]

Just got confirmation from support that there was an issue (temporary) that caused that button to disappear! So - hopefully this won't happen to you!

[karstenkoehler]

Hi @MWakefield4,

Are you an employee of an organisation with single sign-on? If not, are you logging in via Google or similar and have never set a HubSpot password?

Best regards

[MWakefield4]

Hi!

No - I saw that informaton, and

*
I don't use single-sign-on.
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I orignally logged on when I started with google, but I now use my own E-Mail and a password
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I recently began using a Passkey instead to log in
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The option to sign in with Google is no longer available
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I also saw something about SCIM - but I dont really know what that is
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I am a MS business account user
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The email that is currently active with Hubspot WAS attached to an Azure account (TBH - I don't know how that happened)
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I no longer have access to that account.

What to do? (thanks for your help!)

[Jaycee_Lewis]

Hey, @MWakefield4 👋 Because you can still log in to your account, you may want to open a support ticket. Starter accounts have access to Email and Chat support. — Jaycee

[MWakefield4]

Thats kind of you - but I did, and all I get is a chatbot that keeps sending me the FAQ that is in the help. The workflow I described is the one shown there - and it doesn't work. I don't know why I cannot enter any text in the email dialog box as it asks.