Changing main account email address

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1

Hi

The email address on my account is wrong and I need to change it. I can’t find a way to do this in the UI and I can’t open a support ticket as I cannot receive the email to validate my account to be able to create a ticket.

I can receive emails on the address I currently have setup, but for some reason the verification emails are not coming in, they are not in junk/spam and have done a mail trace at the Exchange level and cannot see them there either.

I just need to be able to contact the support team somehow to get this fixed.

3

Hi @mark.mergler

Welcome to the Auth0 Community!

To address your first mention, you are not able to edit/change the email address of an Auth0 account and if you require to have an account under a different email, you will need to invite them as a separate user. As you mentioned having access to the Dashboard, you should be able to add another Tenant Admin.

With regards to the emails not being received, there might be a couple of reasons for this behaviour. Thank you for going through some troubleshooting steps, allow me to share a bit more info that could help:

  • check if you have Email Templates enabled for " Verification Email (using link) ". This would be under Branding → Email Templates; if it’s disabled, it could be the reason for the emails not arriving in your inbox;
  • check your Logs to confirm if there were any errors related to sending out the email and to have a confirmation if the email was sent out or not;
  • you’ve mentioned Exchange and I assume you are referring to the Microsoft service, but in case I’m mistaken, it’s recommended to set up a Custom SMTP Provider which can prove more reliable, as the standard Auth0 provider is only intended for testing.

After you send out the invitation to your second tenant Admin with the correct email address, while logged in with your " incorrect " account, you can manually set their email as verified as a workaround, by going to User Management → Users → search for your new user and under Email, you can mark it as verified.

Let us know if this helped or if you continue to face issues on this matter. Please don’t hesitate to reach out to us for any other issues or requests.

Best regards,
Gerald

4

Hi Gerald

Thank you so much for your reply. I have checked and the verification email template is enabled, I didn’t realise that my account with Auth0 would be reliant on my tenant settings in this way. I cannot see any emails in the log trying to be sent to me when I try to verify my account with Auth0 - to clarify, I am not trying to verify an account in my tenant, I am trying to verify my account with Auth0.

I can’t add a new user until my Auth0 account is verified, and to do this I need to get the email!