How to Update User Email Addresses After a Domain or Management Change

Why You Can't Edit Email Addresses Directly

In Sertifi, the email address field on an existing user profile is locked and cannot be edited directly. This is by design — email addresses are used as unique identifiers tied to a user's access history and file records.

To update a user's email address, you need to disable the old profile and create a new one with the correct email.

How to Update a Single User's Email Address

1. Log into your Sertifi portal and navigate to Administration > View Admins.
2. Locate the user's current profile and change their role to User (this effectively disables their active admin access).
3. Navigate to Administration > Create Admin.
4. Enter the user's new email address and click Search.
5. Select the appropriate role, enter their EID if applicable, and click Create Account.

Important: If the user needs to see documents created under their old email address, set their new role to Power Admin. Power Admins can view all files across the portal regardless of who sent them.

If the EID Is Locked or Already In Use

If the user's Enterprise ID (EID) is still linked to their old email address or a previous profile, the system will not allow you to assign it to the new email. In this case:

1. Contact Sertifi Support at [e-mail].
2. Provide the EID to be unlinked, the old email address, and the new email address.
3. Support will disconnect the EID from the old profile so you can re-add it under the new email.

Updating Multiple Users (Domain Change or Management Transition)

If your property is changing email domains or transitioning management companies and multiple users need to be updated, contact Sertifi Support directly rather than processing them one at a time.

To speed up the process, prepare a list with the following for each user:

• EID
• Old email address
• New email address
• Role

Support can process disconnects in batches and confirm when each is ready for you to re-add via Create Admin.

Need Help?

Contact Sertifi Support at [e-mail] or visit our Support Center.