Summary: This guide is for admins and HR or IT teams who changed an employee's email address in their HR system or Identity Provider (IdP) and want to know what happens in Speakap. The outcome depends on whether you use Single Sign-On (SSO) and whether the user has already activated their account.
SSO users: fully automatic
If your organization uses Single Sign-On (SSO), the email update is completely automatic.
- What you do: update the user's login email address in your HR system or Identity Provider (IdP).
- What Speakap does: detects the change and syncs the new email address during the next scheduled User Sync run. No manual steps needed.
- What the user does: after the sync, they log in with their updated email address as their username.
Standard accounts (no SSO)
If employees log in with an email address and password, the behavior depends on whether the user has activated their account yet.
Scenario A: the user has not activated their account yet
If the employee received an invitation but has not completed their account activation:
- Update the email address in your HR system.
- During the next User Sync run, Speakap detects the change.
- Speakap automatically cancels the old invitation and sends a new invitation email to the updated address. The user clicks the link in that email to activate their account.
Scenario B: the user has already activated their account
If the employee has already logged into Speakap, changing their email in your HR system will not update their active login credentials. Choose one of these two options:
- Option 1 (user self-service): the employee updates their email address in their own profile settings. See Changing a user's username or primary email address for the steps to share with them. Important: the user must log in on the desktop web browser version of Speakap to change their email address. For security reasons, this cannot be done in the mobile app.
- Option 2 (Speakap support): if self-service is not an option, we can make the change for you. Email support@speakap.com with the user's old email address and the new email address.
Frequently asked questions
Will updating an email address in our HR system automatically sync to Speakap for SSO users?
Yes. If your organization uses Single Sign-On, the change is processed automatically during the next scheduled User Sync run. After that, the employee logs in with their new email address as their username.
What happens to an unactivated user invitation if their email changes in our HR system?
Speakap detects the change during the next sync, invalidates the old invitation link, and sends a fresh invitation to the new email address.
Can an activated employee change their login email from the mobile app?
No. For security reasons, email changes are disabled in the mobile app. The employee must log in on the desktop web browser version to change their email address.
How can admins update an activated user's email if the user cannot do it themselves?
Email support@speakap.com with the user's old email address and the new address that needs to be set up, and we'll take care of it.
Still stuck?
Email us at support@speakap.com with your network name, the user's old and new email addresses, and whether you use SSO, and we'll help you out.