How do I change a user's email address?

  • 1
  • 1
  • Question
  • Updated 3 months ago
  • Answered
As a Super Admin I am trying to change a user's email address, but it will not let me. I get the following error message when I try to save the change:  "We are sorry to inform you that you cannot proceed caused by internal error."   I can't properly set up the user's account without changing the email address (it was entered wrong)
Photo of Roy

Roy

  • 120 Points 100 badge 2x thumb

Posted 3 months ago

  • 1
  • 1
Photo of Cecile Glassy

Cecile Glassy, Champion

  • 18,632 Points 10k badge 2x thumb
2287 USA based users, 28 different sites,  3800 DID lines - all Polycom VVX500 phones

2018-12-09  This is a workaround we have used when this occurs for us,  we simply delete the User completely and Re-create the extension, then reassign the extension to the "Corrected" email address and contact details.   

NOTE    if you delete from the  Service Web Portal  USERS section - it merely deletes the association of the user to the extension - it does not DELETE  the DID Line.  

If you delete a LINE in the Service Web Portal the PHONES & DEVICES > Company numbers section, it really does delete the line and you need to reach out immediately to your customer account manager to get the line back or you will lose ownership of the line.

Photo of Eric Callagher

Eric Callagher

  • 340 Points 250 badge 2x thumb
Do you have a single sign on application, or AD integration?  I have never had a problem changing an email - however - if you change email in User Details ensure you also change in Messages and Notifications.  Unless this was corrected the notifications email isn't automatically changed.
Photo of Cecile Glassy

Cecile Glassy, Champion

  • 18,632 Points 10k badge 2x thumb
2287 USA based users, 28 different sites,  3800 DID lines - all Polycom VVX500 phones

2018-12-19 We use Google as our authenticator which syncs with our AD via a 3rd party service UMRA-Tools4Ever  not the OKTA SSO.   

In the new version of Service Web Portal To change in the Notifications area - you now need to edit in 4 places

User Email in Users section  then navigate to 

Messages & Notifications Basic Section and
Messages & Notifications Advanced section Voicemail customize
Messages & Notifications Advanced section FAX customize







This change hit our Service Web Portal access just yesterday.   

It is a very poorly design UI change, all Notification settings should be handled via one single ENTRY POINT in the portal - not flipping through 4 different screens. 
Photo of Eric Callagher

Eric Callagher

  • 340 Points 250 badge 2x thumb
Agreed.  Notifications GUI should be improved. All in one window would do it for me.  No advanced, basic etc.