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What should I do if I get a message that my email address could not be updated?

If you receive an error when attempting to change your account email address, follow the steps listed in this article.


When attempting to change your account email address from the Sign In & Security page, you encounter a message, "We could not update your email address. <Email address> is part of an existing account. Contact support to remove the existing account."


The email address you entered is already associated with an existing GoTo account user profile.


The owner of the account email address is responsible for taking the next steps.

  1. Choose from the following options:
    • Contact your previous account Admin to request to be removed from their account.
    • Select Contact Support in this article, to verify information and request assistance with removing the email address from our system.
  2. Once removed, you can proceed with changing your account email address again.