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Salesforce Email Address Change Prompts Login With No Old Email Address Available

Udgivelsesdato: Jul 1, 2026
Beskrivelse

A system administrator wants to help a user gain control of their Salesforce log in by changing their email address. Examples of this situation include:

  • User doesn't know their password and no longer has access to their current email address.
  • The wrong email address was used to create the person's user and they never set up a password.

Some users may report that they are not able to complete the email address change request because they are redirected to a Salesforce login page; the user gets stuck in a loop between not knowing their password and not being able to change their email address.

Løsning

This issue is caused by the security setting "Require identity verification for email address changes," which is enabled by default in newer Salesforce orgs. When this setting is active, users must verify their identity to change their email address — but if they have no access to their old email address, they get stuck in a login loop. Below are three options a system administrator can use to resolve this situation.
See also: Modify Session Security Settings

Option 1: Temporarily Disable Identity Verification for Email Address Changes

Temporarily disable the "Require identity verification for email address changes" setting until the user has successfully changed their email address.

In Lightning Experience

  1. Click the Gear icon.
  2. Go to Setup > Settings > Identity > Identity Verification.
  3. Under the General section, disable "Require identity verification for email address changes".
  4. Click Save.
  5. Once the user has changed their email address, re-enable this setting.

In Salesforce Classic

  1. Go to Setup > Administer > Security Controls > Identity Verification.
  2. Under the General section, disable "Require identity verification for email address changes".
  3. Click Save.
  4. Once the user has changed their email address, re-enable this setting.

Option 2: Check if the User is Frozen

Before making an email address change, verify whether the user is currently frozen. A frozen user account can cause the login loop issue.

  1. Navigate to the user record in Setup.
  2. If the user is frozen, click Unfreeze.
  3. After unfreezing the user, check if the login loop issue is resolved.

Option 3: Create a New User with the Correct Email Address

This option works best for users who have never logged in to the original user record.

  1. Create a new user with the correct (new) email address.
  2. Inactivate the original user record.

In Lightning Experience

  1. Click the Gear icon.
  2. Go to Setup > Users > Users.

In Salesforce Classic

  1. Go to Setup > Administer > Manage Users > Users.
Vidensartikelnummer

000383887

 
Indlæser
Salesforce Help | Article