I need help with billing and account details

[Cassie Long]

The account I am writing from is not my main account. I cannot submit a form from that account because it's sending a verification code to an email I no longer have access to. I need help changing that email so we no longer have this issue, and then I need to speak to someone about my account. How can I speak with someone regarding these matters without logging into my other account to submit a form (FYI, I can log in to the other account fine, I just can't contact support or submit a ticket because it asks me to log in again, then sends a verification code to the old email...)

[Tansu Akdeniz]

Hi @Cassie Long 

Please check that page: Recovering your Trello account

You don't use that email anymore

You may no longer have access to the email address associated with your account. This happens sometimes when you change jobs and aren't using your work email anymore. This can also happen if you delete your email account.

For security reasons, we are not able to change the email address on your account (see below). Your best bet is to contact your former employer directly and ask if they can help you reclaim your Trello account by temporarily re-opening your old email account.

Why can't you change my email address?

For security reasons, we cannot change the email address associated with your account. If we were allowed to change your email address, this would expose your account to "social hacking." Social hacking is when someone pretending to be you sends us an email asking us to change the email address associated with your account, thus giving the hacker control of your account.

For example, let's say your name is Robert Jones and your work email is robert.jones@example.com. Someone could create a fake email address, e.g. rjones@example.com, and email us, pretending to be you. They might say how they changed jobs and no longer use robert.jones@example.com and could we please change the email for them. We cannot.

The Trello team cannot change the email address associated with your account.

[Cassie Long]

I understand this reasoning; however, it is problematic as this is not always a black and white issue, such as the one you cited above.

In my case, I own a company. About a year ago, we rebranded, changing our name and brand, and therefore not renewing our old domain or the associated email address. I no longer have access to this email, and I cannot contact my employer for help. It's me, I'm the employer, haha.

It would be very helpful if, like many other softwares, you were to require a backup email, so in the event you lose access, you have another backup...or perhaps use a phone number as a backup system to receive a verification code.

I have had this account for close to 10 years, and there is a lot of very important information on it that I cannot lose access to, so what should I do?