Common Account Access Issues / Changing Email Issues
There are several major and sub cases where access to accounts and email changes may have issues. There are two sections on how to verify your access to an account to assist with updating a dead email address on an account.
Scenario 1: You cannot login with my password which worked before the switch to Auth0 which occurred June 13, 2024
After Auth0 was implemented as the authentication system, users are required to reset their password one time before logging in.
The reset of the password requires you to be able to read email sent to the email address associated with your account.
There are two cases in this situation:
Case A: You can read email sent to the email associated with your GEDmatch account
Action: You can reset your password once with the new Auth0 system - see Knowledge Base article on password reset issues on how to do this.
Case B: You cannot read email sent to the email address (dead email) associated with your GEDmatch account.
Action: You will need to verify you had access to the original account with the dead email address. NOTE: this verification can be done without being able to read email from the dead email.
See below on how to verify you had access to a GEDmatch account with a dead email and known password below.
Once you provide verification of access to the original account and provide both the old and new email address to support we can update the original account with the new email.
You can then reset your password and access your account.
Scenario 2: You cannot login to account which was last logged in before the Auth0 cut over on June 13, 2024 and don’t know or are not sure of your password.
Action: You will need to verify you had access to the original account with the dead email address. NOTE: this verification can be done without being able to read email from the dead email.
See below on how to verify you had access to a GEDmatch account with a dead email and lost password below.
Once you provide verification of access to the original account and provide both the old and new email address to support we can update the original account with the new email.
You can then reset your password and access your account.
Scenario 3: You have reset your password after the Auth0 cutover but now the email address is no longer active (dead), and you are unsure of your GEDmatch password and cannot reset it because your email account is dead.
It may be that your previous email service no longer is available or that your email address was changed to a wrong email address - in both cases you are not sure of the password to login to GEDmatch using the dead email address and cannot reset it because you cannot access the reset email.
Action: You will need to verify you had access to the original account with the dead email address. NOTE: this verification can be done without being able to read email from the dead email.
See below on how to verify you had access to a GEDmatch account with a dead email and lost password below.
Once you provide verification of access to the original account and provide both the old and new email address to support we can update the original account with the new email.
You can then reset your password and access your account.
Scenario 4: You can login with social media account but cannot change your GEDmatch account's email address
You can login but when you click the manage profile button and click the “Change Email/Password” tab but receive an error when you try to update your email address.
If your account is a social account - you logged in by clicking the button “Continue with Google” or “Continue with Yahoo!” then currently we don’t have a simple way to change the email associated with your GEDmatch account.
Action: Currently a new account needs to be created and all resources (kits, GEDCOMs, Tag groups, Tier1 membership) need to be transferred to the new account and then the social account deleted.
If you only have neither Tag groups and not a tier 1 member you can do this yourself by transferring any kits and GEDCOMs to a new account.
If you have either Tag groups or are a Tier 1 member, please contact support for assistance on this.
How to verify access to your account if your last access was before auth0 cutover June 13 2024 and you know the password, but your email account is dead.
In this case you can create a support ticket with the following 3 pieces of information - be sure to label each one:
1) Dead (original) email address
2) New email address
3) A secure link with the password you used to login to GEDmatch before the Auth0 cutover on June 13, 2024
The directions on how to create the secure link with your original password are as follows:
- Enter the OLD GEDmatch account password in the text box.
- Click the "Push It" button. You may have to scroll down to see the button.
- On the new page, click the "clipboard" button to the right of the "Auto-Detect" button to copy the link into your clipboard.
Paste what is in the clipboard into the support ticket for item 3 the secure link with password.
With that information support can update your original account with the new email address which you have provided.
How to verify you had access to a GEDmatch account with a dead email and lost password.
In this case you need to:
- Create a new account if you have not done this already.
- Upload a kit from your computer that you have previously uploaded to your original account.
- If you cannot find it on your computer you will have to re download from the vendor.
- Create a support ticket with:
- The newly uploaded kit number
- The dead email address
With that information support can update your original account with the new email address which you have provided.
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