Purpose
Use this article to request a change to the email address associated with your Instra account.
Before You Start
For security reasons, email address changes cannot be completed directly through the customer portal.
The request must be submitted from the email address currently associated with the account.
Request an Email Address Change
- Send an email to the Instra Support Team from the email address currently registered on your account.
- Include the following information:
- Your account username
- Your current email address
- The new email address you would like to use
- Submit the request.
- Our Support Team will review the request and may contact you for additional verification.
Expected Result
Once the request has been verified and approved, the email address associated with your account will be updated.
Important Information
- Email address changes cannot be completed through the Account Settings page.
- Additional verification may be required to protect account security.
- Requests submitted from an email address that is not associated with the account may be delayed while ownership is verified.
Troubleshooting
| Issue | Cause | Resolution |
|---|---|---|
| Unable to update email address in Account Settings | Email changes are restricted for security reasons | Submit a request to Support |
| No longer have access to the registered email address | Account ownership cannot be automatically verified | Contact Support and complete the verification process |
| Request not processed | Additional verification required | Check your email for instructions from Support |
Frequently Asked Questions
Can I change my email address from my account settings?
No. Email address changes must be requested through the Support Team.
Why can't I update my email address myself?
Email addresses are used to verify account ownership and authorise account-related requests. Restricting direct changes helps protect your account from unauthorised access.
What if I no longer have access to my current email address?
Contact Support and provide as much account information as possible. Additional verification will be required before any changes can be made.
How long does an email address change take?
Processing times vary depending on the verification requirements associated with the request.
Contact Support If
- You no longer have access to your registered email address.
- You are unable to verify account ownership.
- You have submitted a request but have not received a response.