Circumstances may arise when it becomes necessary to change the email address associated with an Intuiface account. For example, the original email address may be associated with an employee who is leaving the company. Or perhaps an organization decides to replace an individual's email address with a generic address.
It is not possible for account owners to change the email address of their Intuiface account. That change must be made by Intuiface Technical Support.
How to Proceed
Create a new ticket on the Technical Support site at https://support.intuiface.com and sign in using the old email address if possible.
Be sure to clearly indicate both the current email address of the account and the new email address to use. The new address should not be associated with an already existing Intuiface account. Account merges are not possible.
If the new email address is already associated with a different Intuiface account, then
- The already existing account must have never been used to purchase licenses,
- All data points need to be extracted from the Analytics Data Hub (e.g. downloaded into Excel) because they will be lost during the transfer.
Support will check the validity of the request and - once approved - will change the email address. After the change is effective, Support will announce the successful change in the open Support ticket.
NOTE: The password of the Intuiface account remains unchanged. To change it, head to the Intuiface account's profile page and click the "Change my password" option.
Ensuring Validity of the Email Change Request
To ensure the validity of the request, Support will look for proof of authority. Support cannot assume that a change request submitted by a random employee from the current account holder's company is legitimate. The easiest solution is to submit the change request while logged into the Intuiface account that is to be changed. Doing so proves to Intuiface Support that the account owner is in the loop of the change request.
If the password for the Intuiface account is lost/misplaced, submit a password change request on the Account Login page. This will send a URL to the current email address of the Intuiface account for a password reset.
If the mailbox associated with the original email address is inaccessible, Support will require additional account-specific information to validate the request. One option is to have the account holder's IT organization open the inaccessible email account and send the change request themselves.