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change my email on web app doesn't work for me

Zennor Apr 30, 2014 04:19AM PDT

I want to change the email address that my SplashID Safe Cloud Service uses. I've followed the instructions on your help desk article 1452264, but it's not working. Details are in my support tickets, but essentially, after making the change on the "Change Email" web app, it logs me out, and will only log me back in using the same old email address as before, not the new one.

My email address is going to be switched off soon, and if I can't change it for my SplashID account, then that will probably cause me problems with my SplashID billing, contact, tech support, etc., possibly making my subscription redundant.

Maybe I'm doing something stupidly wrong - I hope someone can help me out here.


Up -2 rated Down
Justin Cepelak Apr 30, 2014 10:25AM PDT SplashData Inc Representative

Thanks for contacting us. If you use one of the mobil apps (iPhone, iPad, Android, BlackBerry 10), please use the Change Email feature found in the Settings screen there. This may work better than the web app in this case.

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Zennor May 01, 2014 09:20AM PDT
Thanks for the reply, but unfortunately I don't yet use any mobile apps or devices.
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Justin Cepelak May 01, 2014 09:21AM PDT SplashData Inc Representative

Ok, I think I know what is happening. You need to verify the email address you changed it to. If you didn’t receive the verification email, check your spam folder. If you can’t find it, let me know the email address and I’ll activate it.

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Zennor May 02, 2014 12:18PM PDT
I definitely didn't receive any verification emails, and they definitely didn't go in the spam folder. I tried another email address (using the web app), but no email received to inbox or spam folder there either.

Following your suggestion, I borrowed an iPad and changed my email using the mobile app - got the verification email, and worked first time.

Thanks for your help!
Up -5 rated Down
Justin Cepelak May 02, 2014 12:18PM PDT SplashData Inc Representative

Great! Thanks for letting me know.

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Don Simonds Sep 30, 2014 02:41PM PDT
Does Android 7.2.2, WiFi Sync Only have this feature. I see the Change Password Field but not this.
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Justin Cepelak Sep 30, 2014 02:41PM PDT SplashData Inc Representative

Yes, Android version 7.2.2 has the Change Email feature, in the top of the Settings screen.

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David Oct 29, 2014 10:24AM PDT
I don't think that's true -- for wifi sync only it's still impossible to change the email associated with your account, if you've also disabled using the cloud for storing any account info. I just checked again on my Android V 7.2.2. I would love to change my email, by the way, without changing the account opt out setting. But I think that has to be done by customer support intervention.
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Justin Cepelak Oct 29, 2014 10:25AM PDT SplashData Inc Representative

If you opted out of server communication, you can’t change your email, because that requires server communication.

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David Oct 30, 2014 10:28PM PDT
Would be a nice feature, though, for those of us who've opted out of server communication, if an email change could be propagated through wi-fi. Like, if I changed my email address on my Android device, the next time I synced with my desktop, the email would change there. Not sure if it's a viable, but putting it out there.

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About SplashData

SplashData has been a leading provider of security applications and services for over 10 years. The company's secure password and record management solution SplashID Safe has over 1 million individual users worldwide as well as hundreds of business and enterprise clients. SplashData was founded in 2000 and is based in Los Gatos, CA.

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