Overview
Update the existing User when their email address changes. The Email field is used for sign-in and identification, so confirm the new address with the person before saving.
This guide covers changing a colleague’s email in the Backend, checking the change and handling an address that Mobaro says is already in use.
At a glance |
|
Who can do this | Super Users or Users › Modify; creators and User Group Administrators may qualify. Profile restrictions still apply. |
Where | Users › Edit › Profile › Email |
Works on | Backend (web) |
Availability | All organizations |
💡 Why this matters: Editing the existing User keeps the change on the same account. Creating a replacement User introduces a separate account and is not a way to change the original sign-in address.
Before you change the email
Confirm the person’s current and new email addresses, including the domain.
Check whether they sign in with a Mobaro password or their company’s single sign-on (SSO). For SSO, coordinate the address change with your IT team.
If an HR or identity integration updates Users, agree where the change should be made with the integration owner. A later synchronization may update the Email field again.
⚠️ Heads-up: A User has one Email address across their Mobaro organizations. Changing it is an account change, not an email preference for only the organization you currently have open.
Change the email address
1. Open the existing User
Open Users, find the person by their current email or name, select that one User and click Edit. Check that you have the intended account before changing it.
2. Check your editing access
You need permission to modify that User. This can come from Users › Modify, having created the User, or being an Administrator of one of their User Groups. Super Users can normally modify regular Users in their organization.
Additional restrictions apply: another Super User must be edited by Mobaro; a locked profile needs a Super User; and editing someone who belongs to several organizations requires Users › Modify in all of them. If access is blocked, ask the appropriate administrator or Mobaro Support.
3. Enter and save the address
Under Profile, replace Email with the confirmed new address and click Save. Resolve any validation message before continuing. The address must have a valid email format and must not already be used by another Mobaro account.
Reopen the User and check that the saved Email matches the intended address. Do not change the password, memberships or sign-in configuration as part of an email-only change unless you also intend those changes.
4. Check the next sign-in
Ask the person to test the new address in a separate browser session. This lets them check sign-in without logging out of a mobile device that may hold unsent work. For the sign-in flow, see troubleshooting sign-in problems.
If the address is rejected
What you see | What to do |
Invalid email | Check the spelling and format, including spaces copied with the address. |
Email is in use | Check for an existing account. Email uniqueness applies across Mobaro, even if the account is outside your organization. |
Only capitalization is changing | If Mobaro rejects the change as already in use, stop and send Support the current and intended spelling. Do not use a temporary address to work around it. |
The User is not in your list | Contact Support to check the existing account. Adding an existing User from another organization is handled by Mobaro. |
Keep the existing account while Support checks the conflict. Deleting another account to free an address can affect its memberships and records; see what deactivating or deleting a User does.
If SSO stops working
Ask IT to confirm the company account and address the person should use. Record the exact error and whether it appears before or after the company sign-in page. Send Mobaro Support the old and new addresses, the organization and when the change was made.
⚠️ Heads-up: Changing Email in Mobaro does not replace your company’s account-management process. Repeatedly sending SSO invitations is not a substitute for checking the identity mismatch with IT and Support.
For SSO requirements and User Groups, see controlling SSO access. If the saved email changes back later, involve the owner of any User synchronization before editing it again.
Best practices
Make email changes on the existing User and verify the saved address immediately.
Coordinate domain changes with IT and anyone who maintains User integrations.
Keep the current and intended addresses in the support request so the same account can be traced.
Frequently asked questions
How do I change a colleague’s email address?
Edit their existing User in Users, update Profile › Email and save. You must be authorized to modify that account; multi-organization, locked-profile and Super User restrictions may apply.
Why does changing only capital letters say the email is already in use?
The availability check can reject the change. Keep the current account and ask Support to check the exact old and new spelling. Do not create a second User or change to a temporary address to bypass the message.
We changed the email and SSO stopped working. Should I send another invitation?
Check the identity with IT and Mobaro Support first. Share the old and new email, the organization and the exact error. Another invitation alone does not establish that the company account and Mobaro account match.