Change a login email from the person's profile: Edit Profile & Settings, then the Authentication tab, then the Email field in the Email Address & Password card, then Save. The new address works at the next sign-in; there is no confirmation step. If the person belongs to more than one Equip account, do not edit it yourself: use Request Email Update on their Access tab so the Equip team can change the shared login. For Google or Microsoft sign-in, the Equip email must match the address the provider returns, so update Equip as soon as someone's work email changes. Participants are labelled Clients, Students, Residents, or Explorers depending on your account type; their email is their mobile app login.
Who can do this, and where
Web app only. Everyone can change their own email from My Profile.
Changing someone else's email needs the edit permission of the Team module (Supporter or Administrator level) or an administrator role, and for participants they must be within your scope of support.
Request Email Update appears on the Access tab only to administrators, and only for people who belong to more than one Equip account.
Steps to change your own login email
Open the menu under your profile photo or initials and choose My Profile.
Click Edit Profile & Settings, then the Authentication tab.
In Email Address & Password, change the Email. If you sign in with a password you can also set a New Password and Confirm New Password here.
Click Save. The page confirms "Authentication settings saved successfully!" and you stay signed in.
Steps to change a team member's or participant's login email
Open the person's profile from Team Members (menu under your photo) or Participants.
Click Edit Profile & Settings, then the Authentication tab.
Change the Email in the Email Address & Password card.
Click Save. The page confirms "Authentication settings saved successfully!".
Tell the person to sign in with the new address. Anyone already signed in to the mobile app stays signed in.
For a person who belongs to more than one Equip account, go to the Access tab instead. The Mobile Access card shows their Authentication Email partly hidden and a Request Email Update button, which opens a chat with Equip support pre-filled with the person and account. Add the new address to the message and the Equip team makes the change.
Keeping single sign-on working
When someone signs in with Google or Microsoft, Equip looks up the account by the email the provider returns. For Microsoft it also accepts the user principal name and the preferred username, so any of those may match.
If none of them matches an Equip login email, sign-in stops with "We couldn't find an account with that email address." Update the Equip email to the address the provider uses and try again.
Resetting a password does not fix an SSO mismatch, and when your account has Require SSO Login switched on there is no password sign-in to fall back to.
An email alias only works if the provider returns it during sign-in.
Limits and what the errors mean
"We couldn't find an account with that email address." after choosing Google or Microsoft: the provider returned an address that does not match any Equip login email. Compare the address in Equip with the one the person signs in to the provider with, and update Equip.
The person cannot sign in after the change. They are entering the old address. The sign-in page asks for the email first ("Enter your email address to find your account.") and shows the sign-in options after Next, so an old address simply finds nothing.
"Email has already been taken" on save: another person in Equip already uses that address. Every login email is unique across all of Equip, not just your account.
The Access tab says the email "is not valid" and offers Request Email Update. The person was added without a real email and belongs to more than one account. Support sets the address so the mobile app can be used.
The Access tab says the email "is not set" with a Contact Support button. The participant was added without an email and belongs only to your account. Add the email on the Authentication tab, or contact support from that button.
A participant's change did not take. Participants who belong to more than one Equip account keep their login email in their primary account; a change made elsewhere only updates the profile email your account shows. Use Request Email Update.
The email is also the address invitations and password resets go to, so send a new invite or reset only after the change is saved.
FAQ
Can a user update their own login email?
Yes. Open My Profile from the menu under your photo, click Edit Profile & Settings, open the Authentication tab, change the Email, and click Save. Password fields appear there too for people who sign in with a password.
What if the user signs in with Microsoft or Google?
Equip matches the address the provider returns, and for Microsoft also the user principal name or preferred username, against the Equip login email. If the provider's address changed, update the Equip email to match or sign-in fails with "We couldn't find an account with that email address."
What does Request Email Update do?
It opens a chat with Equip support pre-filled with the person and your account and asks you to add the new address. It appears on the Access tab for people who belong to more than one Equip account, because their single login serves every account and the Equip team changes it for all of them.
Why is the Authentication tab still editable for someone in several accounts?
The field is not locked, but a team member's login email is shared by every account they belong to, so a change made from one account changes it everywhere. Use Request Email Update for those people so the change is coordinated.
Does changing the email sign the person out or send them a confirmation link?
No. The new address takes effect immediately with no confirmation step. Existing web and mobile sessions stay signed in, and the next sign-in must use the new address.
Will an email alias fix an SSO mismatch?
Only if the identity provider returns the alias during sign-in. Equip compares what Google or Microsoft sends, not the addresses a mailbox can receive. Use the primary address the provider returns.
Can I change a participant's email?
Yes, on the Authentication tab under Edit Profile & Settings, when the participant belongs only to your account or your account is their primary one. Their email is their mobile app login, so they sign in to the app with the new address afterwards. If they belong to more than one account, use Request Email Update on the Access tab.
Where does a password reset go after the change?
To the new address. Password reset emails and app invitations always use the current login email, so save the email change before sending either.
Related
Set up Google or Microsoft single sign-on (SSO)
Sign in with Google or Microsoft, and what to do when it fails
Reset your password
Inviting Your Team
Add a participant and invite them to the mobile app