Email address not updating

[lilim]

Every time I attempt to update my email address, I save and it says it was successful - but the old email address is still there. My new email address is a gmail account - is that causing the problem?

Thanks!

[Parshant]

Hi@lilim , looks like there is some issue in change email address in settings for https://community.khoros.com/.

Its not allowing to change email address for any of the users here.

@SuzieH, can help on this.

[SuzieH]

HI @lilim I'm going to pass this on to 
@LisaI, @AndyK, and @JamilaR in case there is a larger issue with the Community. 

[AndyK]

Hey @lilim 

Thanks for flagging, you should now be able to update your email.

Cheers,

Andy

[ComcastJessie]

This has been an on-going issue in our community for years. If a user attempts to change their email address it will work until they log out of the platform. We even had difficulty when attempting to change employee emails for a recent SSO project. I am afraid this may not just be an issue in this community but many Khoros communities.

Luckily we have eliminated the ability for our customers to change their own forum email address as we have now tied to their internal accounts, but it is still happening.

Just thought I would share. 

[StanGromer]

@ComcastJessie I'm speaking with zero knowledge of your implementation, but if you are using SSO, this throws a ton of wrenches into it/why it may not be working as intended.  Generally speaking, whatever system you are using for SSO is going to override all email changes the user makes within Khoros each time they log into the platform (As well as things like username, first name, last name).  If you know for a fact your integration/flows are correct and properly setup to write back into your identity platform, you should be able to work with support for a resolution.

[lilim]

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@AndyK wrote: Thanks for flagging, you should now be able to update your email.

Yes, I was finally able to update. Thanks! :thumbs_up:

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@ComcastJessie wrote:

This has been an on-going issue in our community for years. If a user attempts to change their email address it will work until they log out of the platform. We even had difficulty when attempting to change employee emails for a recent SSO project. I am afraid this may not just be an issue in this community but many Khoros communities.

Luckily we have eliminated the ability for our customers to change their own forum email address as we have now tied to their internal accounts, but it is still happening.

I used to manage a community that had the same issue. We had to hide the option to change username and email address on the Khoros side. However, if users changed this info in our main system, it wouldn't update on the community side until they logged in again. This caused some issues as well. Sounds like that's what's happening in your community as well. :thinking_face:

[SarahSc]

@ComcastJessie let's discuss!

cc @DaxJ @DavidTr