Waterfall: Resolving account access when users no longer have access to their email domain

Overview

When users change email domains (e.g. after a company rebrand or domain migration), they may lose the ability to receive password reset links. Because reset emails are sent to the address on file, users with outdated email addresses cannot self-serve a password reset. This article explains how to restore access quickly.

When this applies

Use this process when one or more users:

• Can no longer access the email address associated with their account
• Are not receiving password reset or SSO invite emails
• Receive login errors after a domain migration

Resolution steps

1. 1Identify all affected users and confirm their new email addresses. Ensure they have access to the new email inbox before proceeding.
2. 2Have a user with MasterAdmin access log into the platform. Only MasterAdmin users can manage other user accounts.
3. 3Delete the old user accounts with the outdated email domain. This prevents username conflicts when creating new accounts.
4. 4Create new user accounts using each person's current email address. The username can follow any consistent convention (e.g. firstname.l).
5. 5Notify the affected users. They will be prompted to set their own password when they first log in using the new account.

Important: order of operations

Always delete old accounts before creating new ones. Creating a new account while the old one still exists can cause username or identity conflicts in the system.

When to contact support

If no one in the organization has MasterAdmin access, or if bulk email updates are needed across many users, contact Mobile Commons Support. Engineering team involvement will be required to update email addresses directly in the database and the Zitadel identity platform.