Changing your account email, or getting in when the old address is gone
If you can sign in, change the email on your GravityKit account yourself on the Account Details page. If you can’t sign in because the old address no longer works, for example because the person who bought the license has left, contact support. We’ll change it for you once we’ve confirmed the account is yours. Your licenses, orders, and subscriptions stay on the account, and your sites keep working.
To give a license to another person or organization, see Transferring your license instead.
Change your email address #
- Sign in and click Account Details in the menu on the left.
- Under My Profile, replace the address in Email Address. Check the spelling, because we don’t send anything to the new address to confirm it.
- Click Update below that field.
After you change it #
- You sign in with the new address, and your password stays the same.
- Password reset emails and magic links go to the new address.
- Renewal reminders go to the new address.
- Your license keys and sites stay as they are, so there’s nothing to change in WordPress.
The old address gets one email saying the address changed, and that email names the new one.
The old address can still work on the sign-in page, because it usually stays on the account as the username, and the password doesn’t change with the email. If someone who has left may know the password, set a new one in the Password section of the same page.
If the address is already in use #
Email address is already in use under the field means another GravityKit account has that address, and your account has not changed.
If that other account is yours too, see If you have two accounts. If it belongs to someone else, choose a different address.
If you can’t sign in #
A password works without the mailbox. If you know it, sign in with the old address and change the email as described above.
Password reset emails and magic links go only to the address on the account. Both forms show the same message whether or not the address matches an account, so the message alone doesn’t tell you that an email was sent.
If no email arrives at an address you can read, the account may be under a different one, or the stored address may have a typo from checkout. We can find it and correct it.
For either of those, or if the mailbox is gone, write to us through the support form, which works without signing in. Include:
- The email address you want on the account. Write from that address if you can.
- The web address of a site that uses the license.
- The old address, if you know it.
- The license details from WordPress, using the steps below.
We compare these with the account before we change anything, and we’ll ask for more if that isn’t enough. After the change, we email a link to the new address so you can set a password.
Copy the license details from WordPress
- In the WordPress dashboard of that site, go to GravityKit, then Manage Your Kit.
- In the Licenses list, hover over the license key and click Copy.
- Paste the result into your message.
Copy gives the name on the license and the product, plus the key with most of its characters hidden, so you can paste it into an email.
If you can’t get into WordPress either
Ask whoever looks after the site, such as your developer or hosting company, to copy the details for you or to add you as an administrator.
If nobody can, send us the site’s web address and whatever you have, such as a receipt or invoice from the purchase. Write from an address at your organization if you have one. We’ll tell you if we need anything else.
If you can’t see a license you bought #
A license shows on the account whose email it was bought under. On the Licenses page, click All first, because an expired license appears only there. If the page is still empty, or the license still isn’t listed, you’re probably signed in under another address.
Look for the address your purchase receipt went to, and sign in with that one. If you can’t find it, send the support form your receipt or order number. Some older purchases aren’t attached to any account, and we can attach them to yours.
If you have two accounts #
Buying while signed out under a second address creates a second account, and each account shows only its own licenses and subscriptions. A subscription on the other account keeps renewing even if you cancel the one you can see, which can look like a charge after canceling.
Contact support with both addresses and we’ll move everything onto one account.
If the old card is still on the account #
Once you’re signed in, click Billing, then Update Billing on a subscription paid by card. For a PayPal subscription, change the card in your PayPal account. Changing the payment method on your subscription explains both.
You can’t delete a saved card from your account yourself. Ask support and we’ll remove it.
If an agency or former developer holds the license #
If an agency or developer set up your site, the license may be on their account, and then it belongs to that account. Ask them to transfer it to you. If they have an agency account, they can hand it over themselves.
If you can’t reach them, send the site’s web address to support. We’ll tell you whether the license is on an account outside your organization, though we may not be able to say whose. Without the holder’s approval, we move a license only when it’s clear it was bought for your organization.
If the license can’t be moved, you can buy one of your own and activate it on the site.
A license marked Managed by on your Licenses page belongs to your agency, as A license your agency manages explains.
If a former developer’s site still uses your license #
On your Licenses page, click the × next to that site and confirm.
Anyone who still has your key can activate it again. To stop that, ask support for a new key. The old key then stops working everywhere, so you’ll need to enter the new key on each of your own sites.
