change of primary email address is not working

[bk10]

I would like to change my primary email address.

I did this at https://dashboard.opendns.com/myaccount/email and clicked on the confirmation link that was sent to me by email. I was then taken to the account overview page, but the email address is still the old one.

[Pixel Runner]

I have exactly the same issue.

I have managed to update the network notification email address, but not the primary address (as you say).

[Joey Jo-Jo]

Did you ever find a solution? The emails arrive, but the links don't do anything except load the Open DNS home tab.

[jim-j]

I still have the same problem

[Blue_Bird]

Hello @bk10 

When you try to change your primary email, you will receive a mail with link to confirm the change. If You don't see in your inbox, also check in spam folder. 

Best regards
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[Pixel Runner]

Hi @Blue_Bird 

Appreciate the input! Though in this case, the email does arrive just fine—so not quite the mystery. The actual issue is that the link takes you to the dashboard, and the primary email doesn’t update. Easy to overlook if you skim it, but it’s a bit more nuanced than a delivery problem.

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Polished with a little help from AI—because diplomacy is an art, and sometimes even sarcasm needs editing.

[Joey Jo-Jo]

Blue_Bird, are you an automated response? Thanks.

[Blue_Bird]

Hello @Joey Jo-Jo  and @Pixel Runner 

I found the similar problem in another thread.  Your email change some times won't effect immediately and took some time (1-3 days) to reflect the new changes. 

Best regards
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[Joey Jo-Jo]

I first tried on 21 July, and then multiple times on 25 July. In the dashboard, it says "Pending confirmation".

[Joey Jo-Jo]

Has anyone managed to find a solution, yet?

[Pixel Runner]

I have an open TAC case and engineering are working through it.

As an unsupported product, usually it's difficult to get TAC involved, but I've managed to pull some strings (partly by saying that there are multiple people with this issue on the community forums, and partly because I work at Cisco).

So as soon as they finish fixing it, I'll let you all know.

I opened the case at the start of August, so hopefully we should be slowly getting somewhere.

[reham1]

Hello,

Please supply the email address that is associated with your account and I will reply with a private message so we can troubleshoot and resolve this problem. 

Thank you

[Pixel Runner]

Hey Reham1,

The TAC case SR number is: 699565805

Feel free to reach out to me internally on WebEx if you want.

Thanks

[reham1]

Hello,

Unfortunately, that request is no longer available to view.
Can you provide details regarding the problems you are having as well as screen captures of any error messages that you are receiving.

Your reply is appreciated,