Windows 10 reached EOS (end of support) on October 14, 2025. For more information, see this article.

Avatar for Username

Rechercher dans l’assistance

Évitez les escroqueries à l’assistance. Nous ne vous demanderons jamais d’appeler ou d’envoyer un SMS à un numéro de téléphone ou de partager des informations personnelles. Veuillez signaler toute activité suspecte en utilisant l’option « Signaler un abus ».

En savoir plus

Ce sujet de discussion a été archivé. Veuillez poser une nouvelle question si vous avez besoin d’aide.

Cannot change my email address

David Durand
David Durand
more options

I cannot change my email address to my new email address.

When I try to follow the primary email change procedure, after entering my new address, I receive a message: "that account already exists."

My new email address is: [edited] @gmail.com My old email address is [edited] @aol.com

I no longer have access to my old email address [edited] @aol.com which changed years ago.

I have never had any identity confusion with my current gmail address, [edited] @gmail.com

This situation may have happened from my previous attempts to update my primary email address. Could you send me a verification code to [edited] @gmail.com so that I can resolve this situation?

Thank you.

David Durand cell [edited phone# and email from public community support forum]

I cannot change my email address to my new email address. When I try to follow the primary email change procedure, after entering my new address, I receive a message: "that account already exists." My new email address is: [edited] @gmail.com My old email address is [edited] @aol.com I no longer have access to my old email address [edited] @aol.com which changed years ago. I have never had any identity confusion with my current gmail address, [edited] @gmail.com This situation may have happened from my previous attempts to update my primary email address. Could you send me a verification code to [edited] @gmail.com so that I can resolve this situation? Thank you. David Durand cell [edited phone# and email from public community support forum]

Modifié le par James

Toutes les réponses (2)

markwarner22
markwarner22
more options

Unfortunately since you no longer have access to the primary email that created the account that is need to verify the change. This is a user help forum no one has access nor can they send msgs to others users.

jscher2000 - Support Volunteer
jscher2000 - Support Volunteer
  • Top 10 Contributor
more options

davedurand said
I cannot change my email address to my new email address. When I try to follow the primary email change procedure, after entering my new address, I receive a message: "that account already exists."

Hi David, that is the error when you try to add your Gmail address as a "secondary" address on your Mozilla Account? It sounds as though either you or someone else created a separate Mozilla Account using that address. If you search your Gmail mailbox, can you find any evidence of that?