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

Veröffentlichungsdatum: Sep 23, 2025
Beschreibung

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.

Lösung

This login prompt behavior is the result of a security session setting that is on by default in newer Salesforce orgs:
 

 "Require identity verification for email address changes"


See also: Modify Session Security Settings

In order to provide a user with the ability to log in, a system administrator has below choices:

 

 

1. Temporarily disable the "Require identity verification for email address changes" Identity Verification setting on the organization until the User has successfully changed their email address.

Classic:
Go to Setup | Administer | Security Controls | Identity Verification
Under the General section, disable "Require identity verification for email address changes" and Save

Lightning Experience:
Click the Gear icon then Go to Setup | Settings | Identity | Identity Verification
Under the General section, disable "Require identity verification for email address changes" and Save
 
 

2. Check if the User is Frozen:


Before making email address change, verify whether the user is currently Frozen. This can cause the login loop issue.

  • If the user is frozen, unfreeze the user.

  • After unfreezing the user, check if the login loop issue is resolved.



3. Create a new User for the person, using their new (or correct) email address and inactivate the original User. This option may work best for users who have never logged in to the original User record.
 

Classic:

Go to Setup | Administer | Manage Users | Users

Lightning Experience:

Click the Gear icon then Go to Setup | Users | Users



Nummer des Knowledge-Artikels

000383887

 
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Salesforce Help | Article