Change a user's primary email address

For enhanced security, only System Admins on your Smartsheet plan can update users' primary email addresses. This restriction ensures that only validated domains (such as corporate email addresses associated with your Smartsheet plan) can be used.

This policy also prevents users from designating any email address they choose as their primary email, including personal or non-corporate addresses that may not be connected to an existing Smartsheet user account. This measure helps reduce the risk of unauthorized access to important company data.

Who can use this procedure?

This article applies to System Admins on Business or Enterprise plans who need to update a user's primary email address from within Admin Center.

• Not on a Business or Enterprise plan? You don't have access to this feature. Instead, have your users do the following:
  1. Create a new account with the new email address
  2. Transfer their Smartsheet items to the new account
• On an Enterprise plan and need to update a primary email address for a user outside your current domain? You must follow the user merge process instead. Learn more about user merge.
• Want to manage bulk email domain changes? You can upgrade your plan to Enterprise to handle user merges and other related tasks at scale. Learn about upgrade options.
• User's new email address uses a public or consumer domain (such as gmail.com or icloud.com)? Domain validation isn't possible via Admin Center for email addresses on public or consumer domains that aren't associated with your Smartsheet plan. Contact Smartsheet Support for assistance with these cases.

Before you begin

To change a user's primary email address, the new address must already exist as an alternate email on their account. If the new email isn't listed as an alternate yet, add it first, then follow the steps below. See Add a secondary email address to learn how.

Next, validate the domain associated with the user's new primary email address. If you skip this step, you see the following error when you try to proceed: "Error: Alternate email must stay within the current domain or any validated domains of the plan."

Change a user's primary email address

1. In Admin Center, select the Menu icon in the upper left corner to open the left sidebar.
2. Navigate to Users and Groups > User Roles and Reports.
3. Locate the user and select the kebab menu on the right to open the Edit User panel.
4. In the Alternate Emails tab, select the kebab menu next to the email address you want to make primary.
5. Select Make Primary Email Address to set that address as the primary address associated with the account.

Brandfolder Image