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Primary email change is pending verification

What’s happening

Section titled “What’s happening”

When an admin or a member changes the primary email address on a record, MapleGather doesn’t switch to the new address immediately. It sends a verification email to the new address first. The change only takes effect when the person selects the link in that email.

Until the link is selected:

  • Mail continues to go to the old address.
  • The member’s record shows a “Primary email change pending” notice.
  • The member signs in using their old email address.

This is by design — it prevents accidental or unauthorized email address changes from locking someone out of their account.

How to fix it

Section titled “How to fix it”

For members

Section titled “For members”
  1. Check the inbox for the new email address. Look for an email from your organization with the subject line “Confirm your new email address” (or similar).
  2. Select the confirmation link in that email.
  3. Your email address updates immediately after you select the link.

If the email hasn’t arrived:

  • Check your spam or junk folder.
  • Verification links expire after a set period (typically 24 hours). If the link has expired, ask an admin to re-enter your new email address on your record — this re-triggers a fresh verification email to the corrected address.

For admins

Section titled “For admins”

If a member asks why they aren’t receiving mail at their new address, or why they can’t sign in with the new address:

  1. Open the member’s detail page. Look for an “Email change pending verification” notice in the Overview tab.
  2. Let the member know they need to check the inbox for the new address and select the verification link.
  3. If the member didn’t receive the email or the link has expired, open Edit on the member’s record and re-enter the correct email address in the Primary email field, then save. This triggers a fresh verification email to that address. If the original address contained a typo, this is also the opportunity to correct it.

If that didn’t work

Section titled “If that didn’t work”
  • The member isn’t receiving the verification email — check that the new email address was entered correctly. If it contains a typo, cancel the pending change and start over with the correct address.
  • The member selected the link but nothing changed — the link may have expired (links are typically valid for 24 hours). Re-enter the email address in the member’s edit form to trigger a fresh verification email.
  • The verification notice isn’t visible on the record — the change may have already been confirmed. Check whether the record now shows the new address as primary.
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