Loading

Salesforce Help Portal: Lost Access to Support Cases After Changing User Email Address

Udgivelsesdato: Apr 2, 2026
Beskrivelse

The Salesforce Help & Training Portal uses a user’s email address as a unique identifier to associate cases with a specific user.

When a user’s email address is updated on their Salesforce User record, previously submitted cases (created with the old email address) may no longer appear in that user’s Help Portal view.

These cases are not deleted. They remain accessible to users who have permission to view all cases within the organization, such as through:

  • My Org’s Open Cases
  • My Org’s Closed Cases
Løsning

If a user loses access to previously submitted cases after an email address change:

  1. Have a System Administrator log a case with Salesforce Support
  2. Provide details such as:
    • Old email address
    • New email address
    • Example case numbers (if available)

Salesforce Support can help re-associate the cases so they are visible under the updated email address.

Vidensartikelnummer

000395471

 
Indlæser
Salesforce Help | Article