Why you cannot change your email
The address on your account is what signs you in, so it is locked on the profile page. What to do when you actually need it moved.
3 min readUpdated 26 August 2026
On Edit Profile the Email Address field is shown but cannot be typed into, with a note underneath: "Used to sign in, can't be changed here". That is not an oversight.
Why it is locked
Your email is not a contact detail on the account. It is the account. It identifies you at sign in, it is where a password reset goes, and it is what an invite was accepted with.
A page that could quietly change it would be the fastest way to take an account over: change the address, trigger a reset, and the real owner is locked out of something that still has their agents and their balance in it.
When you genuinely need it changed
The common cases are real. Someone leaves the company whose address they signed up with, a domain changes, or the account was created with a personal address that should have been a work one.
Email [email protected] from the address currently on the account, and say what it should become. Sending from the current address is what proves the request is yours.
Note
If you have already lost access to the old address, say so in the message. It becomes a slower conversation because we have to establish ownership another way, which is the point.
If you signed in with Google or GitHub
Then the address is theirs, not ours. Changing it with them is what changes it here, and if that account is gone entirely, support is the way back.
Common questions
- Will I lose my agents if the email changes?
- No. This changes how you sign in, not what is inside the account. Agents, phone numbers, knowledge bases, call history and balance all stay.
- Can I just make a new account with the right address?
- You can, but it starts empty. Nothing carries over, and the two accounts do not share balance or history. Moving the address on the existing account is almost always what you actually want.
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