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Support #2438

open

Changed email and cannot login

Added by Oren Yehezkely 2 months ago. Updated 2 months ago.

Status:
Resolved
Priority:
Normal
% Done:

0%

Cloudonix Domain:
think.cloudonix.net
Session tokens:

Description

Hello,

I registered as oren@parkmyphone.com and changed the email on the Cockpit to oren@thinkcom.com.

That was about 30 minutes ago.

Since then, any email (Google account) I use from the above it is asking me to create A NEW account.

Can I use the account oren@thinkcom.com to log in to the same account that was oren@parkmyphone.com?

Thanks,
Oren

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 #1

Updated by Oded Arbel 2 months ago

  • Status changed from New to Resolved

Hi Oren.

I think there was a misunderstanding - if you've changed the Customer contact e-mail address under the Settings -> Account Settings tab, then that email is used to contact the account's point of contact, i.e. email generated by the system will go to that address.

If you want to change the email address you want to use to login to Cloudonix Cockpit (authorize), you need to add the new login as an administrator under the Administrators view. If you then want to remove the old login credentials, you need to log in with the new credentials, navigate to the Administrators view and remove the old account (you cannot remove the old account while logged in as the old account).

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 #2

Updated by Oren Yehezkely 2 months ago

Oded Hi,

Thanks for your reply, but I am not sure why you rushed to close the ticket.

I am no longer able to log in to that account. And since you did not
respond yesterday, I went ahead and created a new account.
It let me create an account under oren@parkmyphone.com so I guess that
changing the original email did work, but only half way
because I cannot log in with oren@thinkcom.com.

Can you please fix that?

Thanks,
Oren

On Tue, Jun 10, 2025 at 6:16 AM Oded Arbel redmine@tickets.cloudonix.io
wrote:

Issue #2438 https://tickets.cloudonix.io/issues/2438#change-9948 has

been updated by Oded Arbel.

  • Status changed from New to Resolved

Hi Oren.

I think there was a misunderstanding - if you've changed the Customer
contact e-mail address under the Settings -> Account Settings tab,
then that email is used to contact the account's point of contact, i.e.
email generated by the system will go to that address.

If you want to change the email address you want to use to login to
Cloudonix Cockpit (authorize), you need to add the new login as an
administrator under the Administrators view. If you then want to remove
the old login credentials, you need to log in with the new credentials,
navigate to the Administrators view and remove the old account (you

cannot remove the old account while logged in as the old account).

Support #2438: Changed email and cannot login
https://tickets.cloudonix.io/issues/2438#change-9948 open

  • *Author: *Oren Yehezkely
  • *Status: *Resolved
  • *Priority: *Normal
  • *Cloudonix Domain: *think.cloudonix.net

Hello,

I registered as oren@parkmyphone.com and changed the email on the Cockpit
to oren@thinkcom.com.

That was about 30 minutes ago.

Since then, any email (Google account) I use from the above it is asking
me to create A NEW account.

Can I use the account oren@thinkcom.com to log in to the same account
that was oren@parkmyphone.com?

Thanks,

Oren

You have received this notification because you have either subscribed to
it, or are involved in it.
To change your notification preferences, please click here:
https://tickets.cloudonix.io/my/account

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 #3

Updated by Oded Arbel 2 months ago

  • Status changed from Resolved to In Progress
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 #4

Updated by Oded Arbel 2 months ago

I apologize for the closing the issue quickly - you did not specify with which account you were having problems and I only see the new ("Park my phone") account.

I can see that your administrator account oren@parkmyphone.com in the customer account Thinkcom (d99d1901-bdd6-5fa1-ab7b-2f1d1f8754de) is disabled for some reason. I can also see that the E-Mail contact address for Thinkcom was changed to oren@thinkcom.com - which is, as I've explained previously, is not how one changes their login credentials.

Because the Cloudonix Platform has no administrator account with the email oren@thinkcom.com, then you cannot use that email to log in to any account - if you try to do so, the Cloudonix Platform will assume that you plan on creating a new account.

I'm investigating why your administrator login oren@parkmyphone.com is disabled on Thinkcom.

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 #5

Updated by Oded Arbel 2 months ago

  • Status changed from In Progress to Feedback

Hi Oren, from our logs we see that the administrator account oren@parkmyphone.com in the customer account Thinkcom was disabled by you, at 2025-06-09 18:34:46 from the IP address 2a09:bac1:76c0:518::1c4:c9.

I have tried to reproduce the process and it does seem that we have a bug in our system that while an administrator cannot delete their own account, they can deactivate their own account and thereby lock themselves out of their own account. We will have this issue fixed shortly.

A further complication is that our system allow a new administrator account to be created, as long as it does not conflict with an existing active account - so you managed to create a new account with the oren@parkmyphone.com email. So the question remains - what would you like to do now?

I can think of the following options:

  1. Delete/Deactive the new customer account ("Park My Phone") and reactive oren@parkmyphone on Thinkcom.
  2. Delete/Deactive the old customer account Thinkcom and you can continue to use the new account.

Or would you prefer something else?

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 #6

Updated by Oren Yehezkely 2 months ago

Oded,

Thanks for looking into this so thoroughly. I appreciate it.

What I did or thought I did was to change my email address from
oren@parkmyphone.com to oren@thinkcom.com.

I now understand that I did it in the customer account, not the top level
account (not sure what you call it exactly).
I think that most definitely you should change the UI to let the user
understand where they are (the top level or customer account).

I also had this frustration when I was looking for the Container
Applications and was not able to find it for a very long time
until by chance I went one level UP.

If you want more input on that I will be happy to do so.

as for your question I guess I select option 2. Then I will be able to
recreate Thinkcom. I assume that if you delete the account
it will also release the space name i reserved there (think.cloudonix.com)
and I will be able to register it again.

Thanks,
Oren

On Tue, Jun 10, 2025 at 6:04 PM Oded Arbel redmine@tickets.cloudonix.io
wrote:

Issue #2438 https://tickets.cloudonix.io/issues/2438#change-9952 has

been updated by Oded Arbel.

  • Status changed from In Progress to Feedback

Hi Oren, from our logs we see that the administrator account
oren@parkmyphone.com in the customer account Thinkcom was disabled by
you, at 2025-06-09 18:34:46 from the IP address 2a09:bac1:76c0:518::1c4:c9
.

I have tried to reproduce the process and it does seem that we have a bug
in our system that while an administrator cannot delete their own account,
they can deactivate their own account and thereby lock themselves out of
their own account. We will have this issue fixed shortly.

A further complication is that our system allow a new administrator
account to be created, as long as it does not conflict with an existing
active account - so you managed to create a new account with the
oren@parkmyphone.com email. So the question remains - what would you like
to do now?

I can think of the following options:

  1. Delete/Deactive the new customer account ("Park My Phone") and reactive oren@parkmyphone on Thinkcom.
  2. Delete/Deactive the old customer account Thinkcom and you can continue to use the new account.

Or would you prefer something else?

Support #2438: Changed email and cannot login
https://tickets.cloudonix.io/issues/2438#change-9952 open

  • *Author: *Oren Yehezkely
  • *Status: *Feedback
  • *Priority: *Normal
  • *Cloudonix Domain: *think.cloudonix.net

Hello,

I registered as oren@parkmyphone.com and changed the email on the Cockpit
to oren@thinkcom.com.

That was about 30 minutes ago.

Since then, any email (Google account) I use from the above it is asking
me to create A NEW account.

Can I use the account oren@thinkcom.com to log in to the same account
that was oren@parkmyphone.com?

Thanks,

Oren

You have received this notification because you have either subscribed to
it, or are involved in it.
To change your notification preferences, please click here:
https://tickets.cloudonix.io/my/account

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 #7

Updated by Oded Arbel 2 months ago

Oren Yehezkely wrote in #note-6:

as for your question I guess I select option 2. Then I will be able to
recreate Thinkcom. I assume that if you delete the account
it will also release the space name i reserved there (think.cloudonix.com)
and I will be able to register it again.

Correct.

If you want to recreate Thinkcom, would you like to also delete the new account ("Park My Phone")?

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 #8

Updated by Oren Yehezkely 2 months ago

Not yet. Thank you.

Oren

On Tue, Jun 10, 2025 at 7:43 PM Oded Arbel redmine@tickets.cloudonix.io
wrote:

Issue #2438 https://tickets.cloudonix.io/issues/2438#change-9954 has

been updated by Oded Arbel.

Oren Yehezkely wrote in #note-6 <#m_7191031190113183309_note-6>:

as for your question I guess I select option 2. Then I will be able to
recreate Thinkcom. I assume that if you delete the account
it will also release the space name i reserved there (think.cloudonix.com)
and I will be able to register it again.

Correct.

If you want to recreate Thinkcom, would you like to also delete the new

account ("Park My Phone")?

Support #2438: Changed email and cannot login
https://tickets.cloudonix.io/issues/2438#change-9954 open

  • *Author: *Oren Yehezkely

  • *Status: *Feedback

  • *Priority: *Normal

  • *Cloudonix Domain: *think.cloudonix.net

Hello,

I registered as oren@parkmyphone.com and changed the email on the Cockpit
to oren@thinkcom.com.

That was about 30 minutes ago.

Since then, any email (Google account) I use from the above it is asking
me to create A NEW account.

Can I use the account oren@thinkcom.com to log in to the same account
that was oren@parkmyphone.com?

Thanks,

Oren

You have received this notification because you have either subscribed to
it, or are involved in it.
To change your notification preferences, please click here:
https://tickets.cloudonix.io/my/account

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 #9

Updated by Oded Arbel 2 months ago

  • Status changed from Feedback to Resolved

Oren Yehezkely wrote in #note-8:

Not yet. Thank you.

OK, but please note that as long as there is a customer account with an active administrator oren@parkmyphone.com, you will not be able to create a new account with the oren@parkmyphone.com email.

The account Thinkcom (d99d1901-bdd6-5fa1-ab7b-2f1d1f8754de) has now been removed completely.

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 #10

Updated by Oren Yehezkely 2 months ago

Yes it’s obvious that I cannot have two accounts with the same email
address.

I am not that young lol.

Think you for removing Thinkcom. I’ll try to create it again.

Have a good night.

Oren

On Tue, Jun 10, 2025 at 8:00 PM Oded Arbel redmine@tickets.cloudonix.io
wrote:

Issue #2438 https://tickets.cloudonix.io/issues/2438#change-9956 has

been updated by Oded Arbel.

  • Status changed from Feedback to Resolved

Oren Yehezkely wrote in #note-8 <#m_388176806683948630_note-8>:

Not yet. Thank you.

OK, but please note that as long as there is a customer account with an
active administrator oren@parkmyphone.com, you will not be able to create
a new account with the oren@parkmyphone.com email.

The account Thinkcom (d99d1901-bdd6-5fa1-ab7b-2f1d1f8754de) has now

been removed completely.

Support #2438: Changed email and cannot login
https://tickets.cloudonix.io/issues/2438#change-9956 open

  • *Author: *Oren Yehezkely
  • *Status: *Resolved
  • *Priority: *Normal
  • *Cloudonix Domain: *think.cloudonix.net

Hello,

I registered as oren@parkmyphone.com and changed the email on the Cockpit
to oren@thinkcom.com.

That was about 30 minutes ago.

Since then, any email (Google account) I use from the above it is asking
me to create A NEW account.

Can I use the account oren@thinkcom.com to log in to the same account
that was oren@parkmyphone.com?

Thanks,

Oren

You have received this notification because you have either subscribed to
it, or are involved in it.
To change your notification preferences, please click here:
https://tickets.cloudonix.io/my/account

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