How to remove primary email address from another email?

Kelvin Choo

Hi there,

I was mistakenly hooked an existing user's email to a new user's email to become primary email. After this, when I removed the existing user and attempted to replace it with a new user, the message pops up and notify me that

"existinguser@email.com" is the primary email address for "newuser@email.com". Do you want to continue with inviting "existinguser@email.com"? Refer attached image.

If I pressed "Continue", the user will be added with "existinguser@email.com" instead of "newuser@email.com". Furthermore, when I tried to edit the user, I was not allowed to click the "Manage Email Address" link to change to "newuser@email.com". This has been causing me fail to replace the new user to an existing user licensed account.

p/s: The existing user has no longer work for the company hence there's no way to access to the "existinguser@email.com" anymore.

Anyone can help?

Andrée Starå

Hi Kevin,

Do you want to transfer everything from one user to another or do you want the new user to take over the existing account?

You could maybe change it to a third temporary e-mail address.

More info here:

https://help.smartsheet.com/articles/888766-changing-the-main-contact-account-name-team-business-enterprise-

https://help.smartsheet.com/articles/795920-managing-users-multiuser-plans-

Would that work?

Have a fantastic week!

Best,

Andrée Starå

Workflow Consultant @ Get Done Consulting

Alison

Hi Kelvin,

This is a really great question.  Your best bet is likely to have newuser@ write into Support.  They should request to have their email removed as an alias from the account.  With this information, the Support agent can remove the alias (dissociate it from the other email address) and you can then add it to your account as a new user. 

Smartsheet Support will need to receive this authorization from the newuser@ account, so I'd recommend having that user write in and request to have it removed.  

You can submit a ticket here: https://help.smartsheet.com/contact-002a?dlm=111

Kind Regards,

 

Alison

 

Mike Wilday

We've had similar issues in the past.

Follow Alison's advice. And if that doesn't work we were able to troubleshoot the issue using this article and a third-email address to facilitate the shifting of the email. https://help.smartsheet.com/articles/2392037-change-the-email-address-used-with-your-smartsheet-account#Cant_Add_Error

Kelvin Choo

Hi Alison,

Your suggest sounds good to me. One question from me, as of now the newuser@ has yet to sign up in Smartsheet. Does she need to sign up first then only send a ticket to the support to ask them to remove the alias?

Am I right? Thanks in advance.

Kelvin

Alison

Hi Kelvin,

 

No, you would not need her to sign up; she can put in a ticket from her email inbox now.

 

Thanks for the question!

 

Alison