Objective
Learn about the error cases and troubleshooting process when changing your account email.
[Important] You must include a Trace ID in your ticket for changing emails. Please follow instructions below.
- Email address already in use
- Unable to change email
- Account region mismatch (*CLO/CLO-SET only)
- Email Change will affect the plan type (*CLO only)
Details
1) Email Address already in use
Error Message: CLO-SET account already exists with the email that you want to change to.
The email address you want to change to already exists in CLO-SET. In this case, the aforementioned account needs to be deleted first, for you to change your current account email to another. If you need further support, please submit a ticket with the Trace ID from your error page.
2) Unable to change email
Error Message: You cannot change your email. You cannot change your email because the email is already in use as Enterprise or Academy account in CLO.
- If you are using an enterprise/academic institution email and would like to change your email, please contact us.
- If you are an individual/student user and would like to change to an enterprise/academic institution email, please contact us.
3) Account Region Mismatch (*CLO/CLO-SET only)
Error Message: This email already exists. However, it cannot be changed because it does not match the account type you are currently using.
Your email address cannot be changed because your current account is registered as China account and the new email address to be used is registered as a Global account, or vice versa. If you need further support, please submit a ticket with the Trace ID from your error page.
4) Email Change will affect the plan type (*CLO only)
Error Message: Your License has not expired. You cannot change your email because the CLO license you are currently using has not expired.
If you have an active license and changing your email address affects your plan type (e.g., student to individual or vice versa), you won't be able to proceed with the email change. You may need to retain your current email or consider cancelling your subscription to initiate the change.
If you don't have an active license and changing your email address affects your plan type (e.g., student to individual or vice versa), your user type will automatically change with the email change. (Individual↔️Student) However, be aware that this may impact the available subscription plans. Only plans corresponding to your updated user type will be available for purchase.
If you need further support, please submit a ticket with the Trace ID from your error page.
If you have any questions or need further assistance, feel free to Contact Us.
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