How to change a member's NordPass email address

Introduction

This guide explains how to handle email address changes so each team member keeps their existing NordPass account when your company changes email addresses. That includes a new domain (old-company.com to new-company.com) and a new name on the same domain (namesurname@ to name.surname@). This works when members are provisioned through Microsoft Entra ID or Okta SCIM.

Note: If you have invited members manually, contact NordPass customer support.

 

Before you start

  • An Owner or Admin can do this in the Admin Panel. You also need an administrator account in Microsoft Entra ID or Okta. 
  • The SCIM provisioning connection must be healthy, with no provisioning errors that would affect the change. If there are errors, contact NordPass customer support. 
  • Before the email change, the member with the old email address must already be provisioned. 
  • The new email address must not belong to an active NordPass Business or personal account, and it must not have a pending invitation to the organization. Revoke a pending invite before you start. 
  • The old mailbox must still receive mail. The new mailbox must already exist. 
  • With single sign-on, the NordPass email address must match the Entra ID User Principal Name (UPN) or the Okta username. 
  • Run one person as a pilot before you change the rest of the domain. 
  • Resolve the edge cases below before you start. 

 

The members will keep:

  • The same NordPass account password, MFA, Master Password, and biometric unlock. 
  • The same vault contents and account settings. 

 

Avoid these actions: 

  • Do not let members sign up for NordPass with the new email address before the email change. Reserving the new domain first is optional. To reduce that risk, restrict account creation for the verified domain.
  • Do not provision or invite members with the new email address before the email change.
  • Do not export items or move them to shared folders.
  • Do not disable the old mailboxes until the email change is finished.
  • Do not suspend or delete the NordPass account on the old email address.

 

Here's what to do

What the Admin/Owner does

  1. Go to your Entra ID or Okta tenant.
  2. Change the UPN (User Principal Name) in Entra ID or the email address in Okta for the existing user assigned to the NordPass app.
  3. In Entra ID, wait about 40 minutes, or run "Provision on demand" for that user.
  4. In the NordPass Admin Panel, the member's status will change to "Suspended" until they verify their identity with both email accounts. After they confirm, the email address updates and the status returns to "Active".

 

What the member does

  1. NordPass sends an email to the old address. The member opens it and confirms the change.
  2. NordPass sends a verification code to the new address. The member enters the code.
  3. The email address in the Admin Panel updates, and the status returns to Active.
  4. The member signs in with the new email address and their existing NordPass password. Tell members this before you start. They need access to both mailboxes to finish the change.

 

Edge cases

Clean these up before you change email addresses. A blocked address stops that member, and a second account is not merged automatically.

 

The new email address is on the Pending list

  • Revoke any pending invites.
  • If the invite was sent manually, select the members with the new email address on the "Pending" list and click "Revoke invites".
  • If they were provisioned, remove them from the SCIM application. Then go to NordPass Admin Panel → Integrations → Microsoft Entra ID or Okta → Provisioning, and disable the "User provisioning" option. Revoke the invites in the Admin Panel, then set up provisioning again with new SCIM credentials.

 

The account already uses the new email address

  • Note these members and skip them for the rest of this process. If they are not provisioned yet, provision them at the end.

 

The same person has two active accounts, one on the old email address and one on the new one

Note these members, leave them out of the email change, and fix them at the end: 

  1. Tell the employee that you will delete the old account and transfer their items to the new one. 
  2. Delete the old account in the Admin Panel, or through SCIM provisioning if that applies.
  3. Transfer items from the old account to the new one with item transfer for deleted members.
  4. Sync the new user with Entra ID or Okta if you haven't already.

 

The old mailbox is closed

  • Turn the old mailbox back on, or follow the two-account steps above.

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