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Account Manager username changes to invalid email format after linking with Salesforce Identity

Publish Date: Jul 31, 2025
Description

When linking their Account Manager accounts with Salesforce Identity, some users have found that their Account Manager username email gets modified to an invalid format. For example, the Account Manager username may have = or + characters introduced into it.

This invalid email format then prevents Account Administrators to then delete those accounts, as Account Manager displays a validation error with reason "not a well-formed email address." Additionally, the user who owns the account will no longer be able to log in with their original email username.

Resolution

Linking your Account Manager account with a Salesforce account may change your Account Manager user name to the email address of your Salesforce account, as noted in our documentation Link an Account Manager Account to Salesforce Identity (SSO) in B2C Commerce.

If your Account Manager username changes to an invalid email format after linking, that may be because of how the email is written in your Salesforce Identity account. Check the formatting of your email in Salesforce Identity, and correct it if it is not in a valid format. Then, attempt to log into Account Manager using the previous invalid email format, to see if Account Manager will sync with the corrected email from Salesforce Identity. If login is successful, your Account Manager username should update to match the email in Salesforce Identity.

If you find you are still unable to log in, open a ticket with Salesforce Support.

Knowledge Article Number

004867789

 
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Salesforce Help | Article