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

This article explains what to do if a user loses access to previously submitted support cases after their Salesforce User email address is changed.

Why This Happens

The Salesforce Help & Training Portal uses a user's email address as the unique identifier that links a user to their submitted cases. When a System Administrator updates a user's email address on their Salesforce User record, cases created under the old email address may no longer appear in that user's Help Portal view. The cases are not deleted or lost - they simply are not automatically re-linked to the new email address.

How to Restore Access to the Cases

If a user loses access to previously submitted cases after an email address change, follow these steps:

1. System Administrator logs 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.

Example Scenario

For example, if a support engineer's email address changes from jsmith@acme.com to jane.smith@acme.com, any cases they submitted under the old address will no longer show up in their Help Portal case list. A System Administrator at Acme can log a new case with Salesforce Support, listing both email addresses and a couple of the missing case numbers, so Support can re-link the cases to the new address.

Who Can Still See These Cases

Even before Support re-associates the cases, they remain visible 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