Unable to change my email address connected to my Workspace

[Chiara Santevecchi]

I tried several time to switch the Trello Workspace to my company email address (I had an unused now-closed email address with which I set that up), but I am not successful and I can't access Workspace settings and other important parts. How do I contact support?

[Nils Geylen · Accepted solution]

Support is at https://support.atlassian.com/trello/ but only Standard and Premium have direct access. On a free plan, support is in the documentation and here---with the possibility of a Champion or Team elevating it to a ticket.

To be clear

• what you're trying to change is the billing email at /w/yourworkspace/billing
• what you cannot access is /w/yourworkspace/account
• what you can access is /u/yourusername/

That precise information might already clear up things a bit, because a Workspace doesn't really have an email address--its admins and esp. the paying user account do.

So if you have an account (apparently, because you were able to post here) and it allows you to log into Trello, and you have access to your profile there and the boards you're on, that's one thing. Next is whether you have access to that workspace, and what part of it exactly does not accept the change.

Also maybe recreate the steps you took in more detail, because "unused, now-closed", "tried several times to switch" and "am not successful" does sound problematic. 

Off the top of my head, I'm thinking : typo in an email address, or you shut yourself out somehow, or a billing change confirmation mail has been sent, but to the now-closed email...?

Let's try to get some attention to this post so others can chime in.

[Chiara Santevecchi]

Nils, thanks a lot for taking the time I really appreciate it.

Let's reply to some of your statements:

You log in on a browser with your new email and you have 0 workspaces. I don't think you can have zero, because there's always one, called Yourusername. But it's empty, no boards, and that would sound right, since it's new. Okay. correct I meant no boards.

In the app though, if you can see your old mail there when tapping your icon, I would say you're still logged in there with the old account? Yes it shows I am logged in the old account, but only on the app, not on the browser because I can't 'Login using Google' anymore with the old email.

Because I don't see how logging in with the new account would show you that... Go check the icon in the new empty account, and I'm sure that would show you the new email, right? correct

I don't use the app much, and don't have it at hand rn, but is there a chance--and assuming that is the old account--is it possible to add your new user to your workspace as an admin? Yes I can in the app.

Also, you've not replied to my response but replied to your own question and then accepted that as an answer. So now your question has been marked as resolved. You ought to undo that because now everyone thinks it's not an issue anymore. Done! Hopefully the moderators will see that in the morning. 

[Nils Geylen]

is it possible to add your new user to your workspace as an admin?
Yes I can in the app.

Okay. 
So, if you try that, does that not result in the new user...

a) seeing the old workspace in that new account?

b) being a workspace admin now

b) and thus being in total control of the old workspace and the boards?

If it wasn't a paid account (the old one) I see no real problem.

You could even remove that old user from your new space.
It'll just remain as a dead Trello account with a voided Gmail and an empty workspace with no access to anything that has to do with your new account.

True, if you like it cleaner, or if you really need access to that old account for some reason, you could even subscribe to Standard for a month (with the new account) and contact support easily and see what they could do additionally, like recover the old account for whatever purpose.

Hope that does solve it.

[Chiara Santevecchi]

How did I not think of it. 

Yes! that's a workaround that works perfectly thank you!

Now I can mark it as solved :)

[Nils Geylen]

Great, my pleasure.

I had a bit of time, and how we work, every season come late august, I have to onboard dozens of observers who always run into these problems.

Let's say it gave me a bit of training to prepare for that; some abstract problem solving to get back into it.

Good luck!

[Chiara Santevecchi]

hi,

Thanks so much for taking the time to answer!

I can access Trello on the browser, yes, but I can only access with my new email address, which doesn't own any board, so Trello account esults with 0 workspaces.

I use the Trello app, and when I click on the icon with my initials (top right) I can see my name+surnam +old email.

When I click on 'manage account' it opens a browser page and asks me to log in, but I can't login anymore (old email address which I deactivated and can't reactivate).

I need to switch my account (I also own the workspace) to be associated to my new email.

(apologies, I am not sure how to answer your questions in the bullet points as I don't know the complete URL you are referring to!)

Many thanks.

[Nils Geylen]

I think maybe you're going to really need support to elevate this. I can't do that; I'm just a user here, like you. I'm assuming you're on the Free plan... so we'll have to wait.

Still, a few things remain unclear...

You log in on a browser with your new email and you have 0 workspaces. I don't think you can have zero, because there's always one, called Yourusername. But it's empty, no boards, and that would sound right, since it's new. Okay.

In the app though, if you can see your old mail there when tapping your icon, I would say you're still logged in there with the old account? Because I don't see how logging in with the new account would show you that... Go check the icon in the new empty account, and I'm sure that would show you the new email, right?

It would follow then, that you would see your boards in the app? If not, the issue isn't just logging in, but also that the boards have 'gone'--and I just said elsewhere, that would not be normal and it would not just happen.

I don't use the app much, and don't have it at hand rn, but is there a chance--and assuming that is the old account--is it possible to add your new user to your workspace as an admin?

That would change a lot.

I don't think the app allows you to change account info (like you say, it opens a browser, and you can't log in--although, unless you have 2FA setup, I'm not convinced you need access to the mailbox; you said you were "not successful" but what did it tell you?--but maybe you can transfer the boards...

It's complicated trying to grasp this situation remotely without seeing anything and not knowing what's actually going on.

The paths I used in the bullet points, those are just what comes after trello.com in your address bar--but of course you'd need to replace 'yourworkspace" and "yourusername" with your actual workspace and user names.

Also, you've not replied to my response but replied to your own question and then accepted that as an answer. So now your question has been marked as resolved. You ought to undo that because now everyone thinks it's not an issue anymore.

It now looks like this and that's not good

Keep us updated and hope someone chimes in!