Problems changing your email Troubleshooting

Changing your login email moves your account to a new address without losing any of your data, chats, agents, or settings. If the process stalls, it is almost always one of three things: the Change option is missing, the confirmation code never arrives, or the code expires before you enter it. This article walks through each.

How the change works

Before troubleshooting, it helps to know the normal flow so you can see where things went wrong.

1. Open Settings > Security and find the Sign-in area.
2. On the Email row, choose Change.
3. Enter your current password and the new email address.
4. Praxivara sends a 6-digit confirmation code to the new address.
5. Enter that code to confirm you own the address and finish the change.

The confirmation code is always sent to the new email address you entered, never to your old one. This is how Praxivara verifies you actually control the address you are switching to.

The "Change" option is missing

If you do not see a Change option on the Email row, your account most likely signs in with Google only and has no password set. Changing your email requires confirming your current password as a security step, so you will need to set a password first.

1. In Settings > Security, go to the Sign-in area and choose Set password.
2. Create a password that meets the strength rules: at least 8 characters, including a lowercase letter, an uppercase letter, and a number.
3. Return to the Email row, where Change will now be available.

Setting a password does not remove your Google sign-in. You can continue to use Google as well.

You are asked for your current password

This is expected. Confirming your current password is a required step whenever you change your login email. It protects your account so that no one can move it to a different address without your credentials. If your password is not accepted, make sure Caps Lock is off and that you are entering the password you currently use to sign in.

The confirmation code never arrives

If the 6-digit code does not show up, work through these checks in order.

1. Check the new address, not the old one. The code goes to the new email you entered, so look in that inbox.
2. Check spam and other folders. Automated verification emails sometimes land in Spam, Promotions, or a filtered folder.
3. Confirm the address is spelled correctly. A single typo sends the code somewhere you cannot reach it. Restart the change and re-enter the address carefully.
4. Resend the code. Use the resend option on the confirmation screen. There is a short wait between sends, so if the button is not active yet, give it a moment and try again.

"Couldn't use that email"

A generic message that the address cannot be used usually means one of two things: the email is already tied to another Praxivara account, or it did not pass a deliverability check. Try a different address, or make sure the mailbox exists and can receive mail, then attempt the change again.

The code expired

Confirmation codes are valid for a short window and then stop working. If you enter a code and it is rejected as expired, request a fresh one rather than re-entering the old value.

1. Choose Resend on the confirmation screen to generate a new code.
2. Open the new email and enter the latest code promptly.
3. If you requested several codes, only the most recent one will work, so use the newest message.

Tip: Have the new inbox open in another tab before you start, so you can enter the code the moment it arrives and beat the expiry window.

Still stuck?

If you have set a password, confirmed the new address is correct and reachable, and codes still will not go through, contact support and we will help you complete the change safely.