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Changing the Login (E-mail) of a Corporate Account
Updated 9 Oct 2026

Changing the Login (E-mail) of a Corporate Account

CTS
eCTS

If your login or email address has changed (e.g., due to a name change), contact your organization's support team to update your current account or create a new one.

How to Preserve Chat History After Login Change?

⚠️ If the server software version is earlier than 3.43, you may need to log out of the corporate server when you change your login. Previous correspondence will be permanently lost in three cases: you registered without a phone number; changed your phone number after logging out and registered with a new number; reset your personal password. In each case, a new account is created with a new HUID.

To preserve chat history, add a phone number to your account before changing your login. Then the HUID that the conversation is associated with remains the same, even if the previous account is logged out when the login is changed.

To Administrartor: Changing User Login (Email)

Actions depend on account creation method:

Account Synced From AD or OpenID?

Is a New Account Created? What to do
Login changes in directory do create new accounts (pre-v3.43 server software)
  • If the user doesn't have a phone number in their profile, ask them to add a number so that they don't lose the previous chat history.
  • Perform and confirm logout of the old account.
  • Synchronize
    CTS
    /
    eCTS
    with directory.
  • Verify new account creation with correct login.
  • Have the user log into the new account using the phone number login option.
Login changes don't create new accounts (v3.43 or above server software)
  • Synchronize
    CTS
    /
    eCTS
    with directory.
  • Verify email update in existing account.
  • Have the user log in with new login.

Manually Created Admin Panel Accounts?

Backend Version What to do
Server software prior version 3.50

Email = login and cannot be changed directly.

Solution:

  • Have the user add a phone number to preserve chats.
  • Create new account with desired email.
  • Perform and confirm logout of old account.
  • Ask the user to sign in to a new account with their phone number — this way, the chat history will be transferred.
Server software version 3.50 and above In the user profile, select Edit > change the E-mail field and save the changes.

OpenID Sync Issues?

If OpenID changes created a new corporate account, contact eXpress support.

My Actions After Login Change?

After admin completes these steps, you can log in to the app with your new login or email address. ⚠️ If logout occurred during the change, log in to the app using your previously added phone number and don't reset your data protection personal password (if set). Otherwise, the previous chat history will be lost.

After returning to the server with a new login (post-logout), you'll need to rejoin corporate group chats and channels to load their history. Before the administrator confirms the logout of the old account, find out which of its chats you need to rejoin.

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