Changing your email address
Change the address you sign in with, on the web or mobile, and how administrators change it for someone else.
Your email address is also your Vectis sign-in username, so it matters that it's right and that only you can change it. This page covers changing your own address on the web or in the mobile app, what happens while a change is pending, how it works if your organisation uses single sign-on (SSO), how an administrator changes an address for someone else, and what each error message means.
Overview
Changing an email address always works the same way: nothing takes effect until it's confirmed from the new mailbox. That way a typo in the new address can't lock you out, and if someone with your password tries to take over your account, you'll hear about it at your old address before anything changes.
- You ask to change your address and confirm your current password.
- Vectis sends a confirmation link to the new address. It's valid for 24 hours and works once.
- Your current address keeps signing in until the change is confirmed.
- As soon as it's confirmed, you're signed out everywhere, on web and mobile, and you sign back in with the new address and your existing password.
- Your old address is emailed both when the change is requested and when it's applied, so you'd notice if you didn't ask for it.
An address can change in these ways:
- You change it yourself, from My Profile on the web or in the mobile app.
- Your organisation's System Administrator changes it for you, from your user page.
- Vectis support changes it for you, if you've lost access to your old mailbox.
If your organisation manages your address through an identity provider (SSO or SCIM), you can't change it in Vectis yourself. See For SSO organisations.
Changing your own email on the web
Request a change
Open My Profile
Open the profile menu at the top right and select Profile.
Select Change email
Next to your email address, select Change email.
Enter the new address
In the Change email dialog, enter the new address and your current password, then select Send verification email.
My Profile now shows a banner, "Check n…@example.com to confirm, or cancel.", with the confirmation link's expiry time. Your current address keeps working for sign-in until the new one is confirmed.
Two emails go out straight away:
- To the new address: "Confirm your new Vectis email address", with a Confirm new email button. This link is valid for 24 hours and works once.
- To your old address: "A change of your Vectis email was requested", showing the new address partly masked (for example
j…@example.com). If this wasn't you, it tells you to reset your password right away and contact your administrator.
Cancel a pending change
On My Profile, find the amber banner for the pending change and select Cancel. The request is cancelled immediately and the confirmation link stops working. You can start a new request straight away.
On the mobile app
The mobile app offers the same flow from Edit Profile:
Open Edit Profile
Open Profile → Edit Profile.
Tap Change email
Enter the new address and your current password, then submit.
While a change is pending, Edit Profile shows the same "Check n…@example.com to confirm, or …" message with a Cancel button.
The confirmation link opens in your web browser, not in the app. Tap the Confirm new email button in the email and it takes you to the Vectis confirmation page.
Confirming the change
Opening the confirmation link takes you to the confirmation page in the Vectis web app.
- If you're already signed in as that user in the same browser you requested the change from, it confirms immediately.
- Otherwise, you're asked for your password before it confirms. This happens when you open the link on a different device or browser, or after signing out.
Once confirmed:
- You're signed out of every session, on web and mobile.
- The page shows "Email changed. Your email is now
[email protected]. Sign in with it and your existing password." with a Sign in button that opens the login page with the new address filled in. - Your old address is emailed "Your Vectis email was changed", so you'd notice if this wasn't you.
Sign in with the new address and your existing password. The password itself doesn't change.
For SSO organisations
If your account was created by your organisation's identity provider (SCIM provisioning), or your organisation requires everyone to sign in through SSO, My Profile doesn't offer Change email. Instead you'll see:
"Your organisation's identity provider manages your email address. Ask your IT administrator to change it there."
Ask your IT administrator to update your address in your identity provider (for example Entra ID, Okta or Google Workspace). The next SCIM sync carries the new address into Vectis automatically, and you don't confirm anything in Vectis yourself. Your old address is still emailed "Your Vectis email was changed" once the sync applies it.
For organisation administrators
A user with the System Administrator role can change the email address of any other user in their own organisation. Nobody else sees this option, and you can't use it on your own account: use My Profile for that.
Send the user a verification link
This is the default.
Open the user's page
Go to Management → Users and open the user.
Select Change email
Next to their email address in the summary at the top, select Change email.
Send verification
Enter the new address, leave the method as Send verification, and confirm.
The user gets a confirmation link at the new address, and their old address is told a change was requested. Nothing changes until they confirm. Meanwhile the page shows "Pending change to j…@example.com, expires …" with a Cancel change link.
Apply a change immediately
Use this when the user can't confirm from the new mailbox.
Open Change email
Open Change email on the user's page as above.
Choose Apply now
Choose Apply now and enter a reason of at least 10 characters. The reason is required and is recorded in the audit log.
Confirm
Confirm the change.
The address changes straight away. The user is signed out everywhere and signs in with the new address and their existing password. Both addresses are emailed: the old one gets "Your administrator changed your Vectis email" and the new one gets "This is now your Vectis sign-in". The emails name your organisation's administrator (you), not Vectis support.
Cancel a pending change
On the user's page, select Cancel change beside the pending notice. The link stops working and the user's address is unchanged.
Good to know
- SSO-managed users (provisioned by SCIM, or where SSO is required) can still be changed, but you'll see a warning that the identity provider may overwrite the change at its next sync. Change it in the identity provider as well.
- Audit log: every change is recorded with the administrator's name and the reason.
- Refused changes: you aren't a System Administrator; the user is in another organisation ("User not found."); it's your own address ("To change your own email, use My Profile…"); the address is already in use ("That address can't be used."); or you chose Apply now without a reason of at least 10 characters ("Give a reason of at least 10 characters.").
If something goes wrong
| What you see | What it means | What to do |
|---|---|---|
| "This confirmation link has expired." | The link is more than 24 hours old. | Go back to My Profile (or Edit Profile on mobile) and request the change again. |
| "This confirmation link has already been used." | Links are single-use, and this one already confirmed a change. | If you still need to change your address, start a new request. |
| "This email change was cancelled." | Someone selected Cancel, or a newer request replaced this one. | Start again from My Profile if you still want to change your address. |
| "This confirmation link isn't valid." | The link is incomplete or doesn't match any request. | Start again from My Profile, and open the exact link from the email, not a shortened or forwarded copy. |
| "That address can't be used any more." | Between your request and confirming, the address was taken by another sign-in, or it's otherwise unavailable. | Start again from My Profile with a different address. |
| "To change your own email, use My Profile…" | A System Administrator tried to change their own address from the user page. | Use My Profile instead. |
| "User not found." (System Administrator) | The user is in a different organisation. | You can only change users in your own organisation. |
| "That address can't be used." (when requesting) | The address already belongs to another Vectis sign-in, is your current address, or is a Vectis system address (for example the RUC forwarding address). | Choose a different address. |
| "You've asked to change your email too many times today. Try again tomorrow." | You've reached the limit of 5 change requests per day. | Wait until tomorrow, or ask your administrator to change it for you if it's urgent. |
| "There have been too many incorrect attempts on this link." | Too many wrong passwords were entered while confirming. | Wait, then request a fresh change from My Profile. The old link won't work again. |
| "Incorrect password. Try again." (on the confirmation page) | The password entered doesn't match your account. | Re-enter your current password (not the new email address). |
| "Your organisation's identity provider manages your email address." | Your account is provisioned by SCIM, or your organisation requires SSO. | Ask your IT administrator to change it in your identity provider. The change syncs into Vectis. |
| "Give a reason of at least 10 characters." (System Administrator) | The Apply now reason was too short or empty. | Enter a brief reason, such as "user lost access to old mailbox". |
| A password reset link stopped working after the address changed | Changing the address ends every session, so any reset link sent before the change no longer works. | Request a new password reset at the new address. |
| An NZTA fuel or RUC email forwarded from your old address isn't recognised | Forwarding only matches your current address. | Forward from the new address. Earlier forwards from the old address stay recorded. |