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Lost access to the email tied to my license, how do I recover it?

#74 Resolved
Jennifer W. 14 days ago

The email address our license was originally registered under belongs to a former employee who's no longer with the company and we can't access that inbox anymore. How do we get account access back?

Brian Campbell Staff 14 days ago

This needs manual verification on our end since we can't just take an account-ownership claim at face value — can you reply with your license key, company name, and some proof you're authorized to make this change (a company domain email, or a document showing your role)? Once verified we can update the account's primary email to a current one your team controls.

Jennifer W. 13 days ago

Sent over the license key and a message from our current company email domain along with a signed letter on letterhead confirming my role, as requested.

Brian Campbell Staff 13 days ago

Got it, verified and updated — the account's primary email is now set to the address you provided, and you should have password reset access from there. For the future, worth using a shared team inbox rather than an individual's email for account ownership, so this doesn't come up again if someone else leaves.

This ticket has been resolved. Its author or SubsiMail staff can reopen it to reply further.

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