Answered

'email address' does not match any existing user

Hi, everyone!

Recently, I learned that the email address I gave to the company administrator was incorrect. I requested a change of my email adress to the admin, processed it then Insightly sent an email that I need to verify the change. However, upon following the button that says, "Verify Address" and trying to request for a change in password , Insightly prompts that my new email address does not match any existing user. Upon requesting a change in password using the wrong email address, Insightly then prompts that the password reset was emailed to the email address (which is again, the wrong one).

Did you experience this kind of issue? Hope you can share how you were able to solve it.

Any relevant response would be very much appreciated. Thanks!

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5 comments
  • Hello Veejay,

    Sorry to hear you are experiencing this with your Insightly Account. Are you the only user and Account Owner for the email address you wish to change? Please also provide the email address to your Insightly Account to further help. 

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  • Hi Alejandro,

    Thank you for your reply. Yes, I am the only one managing the account. There is an administrator in our company that creates or deletes an account. Kindly follow this Google Drive link which shows a screengrab of Insightly's email to my new and correct email address which recognizes the change: https://drive.google.com/file/d/1XgP-UQqY58brZ4--wUTQKumcegggILA8/view?usp=drivesdk.

    Thank you in advance!

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  • Hello Veejay,

    Thanks for that helpful information. I'd like to go over the steps to change the email address and see if we can try them again. Since you have a Non-Google Apps account with Insightly, your account's admins can change a user's e-mail address. We have screenshots in this article, but here are the steps.

    • Log in as an admin
    • Go to the System Settings
    • Users page > Select the "3 dots" icon > Select 'Change User E-mail Address' option
    • Type the new e-mail address in both fields
    • Save.

    A verification email will be sent to the new email address with a link to log in. Enter the old email address and password. This will log you into Insightly and update the email address in System Settings.

    Hope this helps/. 

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  • Hi Alejandro, 

    It has been two months now but I and our admin failed to fix this issue :(( I'll update you once we go over this on November when we meet each other. We are officing in different country that's why I cannot personally say the issue, considering the communications constraints between us. 

    But I hope you had the same issue before with some other client that you may want to share, especially those happened within the two months past. Thanks!!!

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  • Also, having different options of retrieving or requesting for a forgotten password would be great for future issues like this. 

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