Email address blocked from new tenant after tenant rename: remove user from old tenant to free up the email

If you're unable to log in to your Esper tenant with your email address after a tenant rename or migration, your email may still be associated with a legacy tenant. This article explains how to resolve the issue and regain access to your new tenant.

Before you begin

This issue typically occurs when:

• Your Esper tenant was renamed or migrated to a custom domain
• A new tenant was provisioned during the migration process
• Your email address remains registered on the legacy (old) tenant
• You're unable to log in to the new tenant with the same email

Only Esper Support can remove your email from the legacy tenant. You cannot do this yourself.

How to resolve this issue

1. Gather your information. Note down:
   • Your email address
   • Your old tenant domain (e.g., eiyxlp.esper.cloud)
   • Your new tenant domain (e.g., odin.esper.cloud)
2. Contact Esper Support. Submit a request to https://help.esper.io/hc/en-us/requests/new and include the information from step 1. Let them know you cannot log in to your new tenant because your email is still registered on your legacy tenant.
3. Wait for Support to remove your user record. Esper Support will access your legacy tenant and remove your email address from the old tenant's user records. This frees up your email to be used on your new tenant.
4. Try logging in again. Once Support confirms the email has been removed from the legacy tenant, return to your new tenant domain and attempt to log in using your email address. Use the same login method you normally use (Google SSO or password).

If you still can't log in

After your email has been removed from the legacy tenant, try these steps:

• Clear your browser cache and cookies. Clear all cached data for your tenant domains and try logging in again.
• Use a different browser. Try logging in with a different web browser to rule out browser-specific issues.
• Use a temporary email alias. If you need immediate access while troubleshooting, you can create an admin account on your new tenant using a Gmail-style alias (for example, yourname+esper@gmail.com) and regain access right away.

Still need help?

If you've tried the steps above and still cannot access your new tenant, please contact Esper Support. Include the following details:

• Your email address
• Your old tenant domain
• Your new tenant domain
• The exact error message or behavior you're experiencing
• Any ticket numbers related to your tenant migration or rename