How to Change a User's Email Address
Request an email change through support, what information to provide, and what the affected user should expect afterwards.
Who can use this feature
Requires the Super Admin admin permission.
Who this is for
Admins with Super Admin permission who need to update the login email on a user's PraisePal account.
What you'll achieve
The user's account will move to a new email address. Login, notifications, and all historical records (recognitions, activity, exports) will reflect the updated address.
Before you begin
You have Super Admin permission — support will verify this before processing
You know the user's current email and the new email they should use
The new address is a valid email — any domain is accepted
You've told the affected user they will need to sign in again once the change is complete
Changing email just for gift cards?
If someone is leaving the company and wants gift card redemptions sent to a personal address, a full email change isn't necessary. They can provide their personal email to support directly. See What Happens to Your Points and Rewards When You Leave.
Steps
Gather what you need — the user's current PraisePal email, the new email address, and a brief reason for the change (for example a name change, department transfer, or account correction).
Contact support — reach out via live chat or email support@praisepal.com. Include all three pieces of information so the request can be processed without follow-up.
Let the user know — once you've submitted the request, give the affected user a heads-up. After the change goes through, their current session will end and they'll need to sign in with the new address.
Wait for confirmation — support will confirm the change from support@praisepal.com within 2–3 business days.
What to expect after
Once confirmed, the change takes effect immediately:
The user signs in with the new email using the normal login flow — no extra verification is needed.
Notifications (recognitions, rewards, system alerts) go to the new address.
Recognition history, activity logs, and CSV exports will show the new email, not the old one. Nothing is lost — only the address changes.
Common mistakes
Support says I don't have permission to request this
Support says I don't have permission to request this
Email changes can only be requested by admins whose permission group includes the Super Admin permission. If your group doesn't include it, ask your workspace owner or another Super Admin to submit the request instead. You can check your own permissions under Admin → Users & permissions → Permission groups.
The user can't log in after the change
The user can't log in after the change
They may be trying to sign in with their old address. After an email change, the old address no longer works — they need to enter the new email on the login screen.
I'm the workspace owner and need my own email changed
I'm the workspace owner and need my own email changed
Owners must contact support directly rather than having another admin request the change on their behalf. Reach out via live chat or email support@praisepal.com from your current owner email.
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