Introduction
Email change verification is a two-step security process that allows you (or an administrator) to update a user's email address. After requesting the change, the user must verify the new email address by clicking a link sent to that address. This ensures email addresses are valid and owned by the user.
Before You Start
Who can change email addresses:
- Any user can change their own email address
- Organisation Administrators can change email addresses for any user in their organisation
- Team Owners can change email addresses for members of their teams
What you'll need:
- Access to the new email address to receive the verification link
- The user must be logged out after verification, so ensure no critical tasks are in progress
Steps
Requesting an Email Change
You can initiate an email change from three locations:
Option 1: From Your Own Profile
- Click your username or profile link to open your user profile page
- Click the kebab menu (⋮) in the top-right corner
- Select Change Email from the dropdown menu (or Add Email if no email is currently set)
- In the Change Email dialog, enter the new email address in the New Email field
- Click Submit
- The dialog closes and the profile now displays "Pending change to [new email address]"
Option 2: From Team Members Tab (Administrators/Team Owners only)
- From the sidebar, select Teams and choose a team
- Click the Members tab
- Find the user whose email you want to change
- Click the kebab menu (⋮) on that user's row
- Select Change Email
- Enter the new email address and click Submit
Option 3: From Organisation Management (Administrators only)
- From the sidebar, select My Organization
- Click the Members tab
- Find the user whose email you want to change
- Click the kebab menu (⋮) on that user's row
- Select Change Email
- Enter the new email address and click Submit
Verifying the New Email Address
- The user receives a verification email at the new email address
- Open the email and click the verification link
- Your browser opens a verification page showing "Verifying" with the message "Please wait..."
- When verification succeeds, the page displays "Verified successfully" and "Redirecting..."
- After 3 seconds, you are automatically logged out and redirected to the login page
- The email address is now permanently updated
Cancelling a Pending Email Change
If you need to cancel an email change before verification:
- Navigate back to the user's profile or the members table where you initiated the change
- Click the kebab menu (⋮) for that user
- The menu now shows Cancel Pending Email Request instead of Change Email
- Click Cancel Pending Email Request
- A confirmation dialog appears asking "Are you sure you want to Cancel the Pending Email Change Request?"
- Click OK to confirm
- The pending change is cancelled and the original email address is retained
Tips
- Email masking: For privacy, CAREFUL displays email addresses in a masked format (e.g., "joh***@ex***le.com") on profile pages
- Pending changes are visible: When an email change is pending, the profile displays "Pending change to [masked new email]" so other administrators can see the status. Learn more about pending contact change indicators
- Verification link timing: Verification emails are sent immediately. If the user doesn't receive it, check spam folders before requesting a new change
- Automatic logout: The user is automatically logged out after successful verification. This is a security measure to ensure the session is refreshed with the new email address
- One pending change at a time: You cannot request a new email change whilst another change is pending. Cancel the existing request first
- Unverified emails: If a user's current email shows "- Unverified", they haven't completed verification for their existing email address. You can still change it