My email address changed and now I can't sign in

Problem

My email address changed or I entered it incorrectly, and now I can't sign in. How do I access my account? How do I change the email address that my agent uses to sign in?

Solution

Warning: The steps in this article apply to customers who use Zendesk standard authentication. If your account uses single sign-on (SSO) to authenticate users, see Accessing your Zendesk account when your SSO service is down and I changed my email domain and now I can't sign in through SSO.

To change your sign-in email address:

If you remember your old email and password credentials, sign in with your old email address

After you sign in, click your profile icon in the upper-right corner of the page header, then select View profile

Open the Primary email dropdown in your profile and select Edit email to change the email address you use to sign in

After you update the email address, you receive a verification email to confirm the new address

If you can't remember your sign-in credentials, an admin can change the primary email address that another agent or admin uses to sign in.

To change the email address for another agent:

Open Admin Center and navigate to the Team members page

Search for the affected agent, and open the agent's profile page

Click edit next to the agent's name

Click the Primary email dropdown and select Edit email to make a change on behalf of the agent

The agent receives a verification email. The agent can click the link in the email to verify the email address. Additionally, an admin can open the agent's profile and click Verify now to verify the email address manually.