Change the account owner

The owner email is the address the account’s owner signs in with. Changing the owner email moves the owner’s login to a new address, and the account’s services move with it. The change takes 24 hours from the moment you submit it, and you can cancel it during the first 20 hours.

Use it when the owner’s address changes, for example to a new company domain, or to hand the account to a colleague who does not yet have a MyAccount login. The new address must be new to E2E: for someone who already has a MyAccount login, see Hand the account to someone who already has a login.

Before you begin

Only the owner, the person who signed up, can change the owner email. Anyone else who tries is told You are not authorized to perform this action, only owner of the account can initiate this process. The change also checks the owner’s current email and mobile number with a code each, so the owner needs both at hand. If the owner has left and cannot sign in, nobody else can start the change; contact E2E support instead.

MyAccount allows the change when all of these are true:

• The account is at least 30 days old.
• The owner’s mobile number and email have both stayed the same for at least 30 days.
• On a prepaid account, the infra credit balance is zero or more.
• On a postpaid account, nothing is owed.
• No node in the account is locked. To take a lock off a node, see Lock a node.

The new email address must be new to E2E. It cannot already sign in to MyAccount, and it cannot already be a user or a contact on any E2E account.

Choose a shared company address that stays with the role, such as cloud-admins@example.com, rather than one person’s address. The account then stays reachable when someone changes jobs or leaves.

Change the owner’s name or mobile number instead

Change the owner’s name and mobile number on Basic Details. Neither needs support or this 24-hour process:

• To change the name, edit First Name and Last Name, and click Update Details.
• To change the mobile number, see Change your mobile number. After you change the owner’s mobile number, you wait 30 days before you can change the owner email, so change the email first if you need both.

Hand the account to someone who already has a login

The owner email change moves the account only to an address that is new to E2E. To make someone the owner who already has their own MyAccount login, such as a colleague who is already a user on the account, contact E2E support. MyAccount has no control for it. Raise a ticket from the account. See Raise a support ticket.

Start the change

Open Request for Email Address Change in either of two ways:

• In Billing > Manage Profile, on Basic Details, click the pencil beside Email.
• In IAM, on All Users, open the menu on the owner’s row and click Change Email.

Request for Email Address Change opens with four steps: Existing Email, Existing Number, New Email, and Confirm. If the account does not meet a condition in Before you begin, MyAccount refuses here and says which one. The messages are under If MyAccount refuses the change.

If MyAccount refuses the change

MyAccount refuses the change and says why when:

• Your account is less than 30 days old: try again once it is 30 days old.
• The owner’s mobile number or email changed in the last 30 days: try again 30 days after that change.
• A prepaid account’s balance is below zero: add infra credits to bring it to zero or more. See Buy infra credits.
• You have an outstanding amount: a postpaid account owes an amount. Pay it, then try again.
• Email change is not allowed while you have locked VMs., followed by a request to take the lock off every node: a node in the account is locked. Take the lock off every node, then try again.

Verify the three codes

Each of the first three steps sends a code. Each code comes with a one-minute countdown.

1. On Existing Email, check the address shown, click Send OTP, enter the code from the email, and click Verify.
2. On Existing Number, click Send OTP, enter the code sent to the owner’s mobile number, and click Verify.
3. On New Email, enter the new address, click Send OTP, enter the code sent to the new address, and click Verify.

If the new address already signs in to MyAccount, or is already a user or a contact on an E2E account, MyAccount says The provided email is an existing one in our system. Use another address, or see Hand the account to someone who already has a login.

Confirm the change

The change deletes every API token on the account and signs out every session, so scripts that use a token stop working until you create a new one.

On Confirm, read what will happen, tick the box, and click Submit.

MyAccount shows We have acknowledged your request to change root user email address. We will start the process soon. E2E emails both the old and the new address to say the request was received.

What happens over the next 24 hours

1. For the first 20 hours, MyAccount shows We have got a request to change your owner email, and the account works as usual. To stop the change, cancel it from that banner. Cancelling is available for these 20 hours only.
2. From hour 20 to hour 24, the change runs and the account is read-only. You can look around, but MyAccount refuses any change. Plan the change for a time when nobody needs to create or change resources.
3. At 24 hours, the change is done. MyAccount signs out every session on the account, and the owner signs in with the new email address from then on. The old address no longer signs in to the account.

At the first sign-in with the new email, MyAccount opens Terms of Service with the terms and the privacy policy to download. Click Accept to go on. When the change is done, E2E emails both the old and the new address.

Until the owner accepts, an invited user who signs in sees the same Terms of Service page, but Accept is not available: Only owner of the account can accept terms of service.

Check the new email

Sign in with the new address. Email on Basic Details, and the owner’s row in IAM on All Users, show the new address.

The change moves the account’s services, Container Registry, billing, and storage to the new email.

Create new API tokens in API to replace the ones the change deleted. Container Registry tokens stay as they are.

For a refusal not listed in If MyAccount refuses the change, see The owner email change is refused.