Are you being unexpectedly prompted to upgrade in Shift? If you've recently changed your email, domain, or host, this could be the reason. If your Primary Shift Account has changed, you may need to contact our Support team to regain access to your paid features. Below are common scenarios and how to resolve them. 👨‍🎓

Common email change scenarios

There are a few scenarios when you'll likely encounter an issue accessing your Shift subscription:

1. Your company name/domain has changed (e.g. yourname@corporation.com to yourname@abc.com) 
2. Your name changed (e.g. jorenshift@corp.com to jshift@corp.com)
3. Your email host has changed (e.g. your email was previously hosted by Google and is now hosted by Microsoft or vice-versa)
4. Your email account administrator has changed security or third-party settings

If any of these apply, here’s what to do next.

Scenarios 1 and 2: Email domain or name change

You’ll need our Support team to transfer your Shift subscription to your new email. After the transfer, your Workspaces and bookmarks will remain intact, but you will need to sign back into your accounts and re-add any Chrome extensions. 

Steps to Follow:

1. Provide the following information:
   • Your current Primary Shift Account email
   • The new email for your subscription
   • Proof of payment (last 4 digits of the credit card or a copy of your receipt)
2. Complete the following actions:
   • Export any saved passwords (they will not transfer automatically). Click here for a guide to export your passwords.
   • Save any open tabs as bookmarks.
   • Sign out of Shift and stay on the sign-in page (do not sign back in). Click here for sign-out instructions.

Once this is confirmed by our Support team, sign in with your new email, sign back into your accounts, and re-add any extensions.

Scenario 3: Email host change (e.g. was hosted by Google, is now hosted by Microsoft or vice-versa)

If your email host has changed, you’ll need to sign out temporarily while we update your account. Afterward, sign back into your accounts and re-add your Chrome extensions. Your Workspaces and bookmarks will stay intact.

Steps to Follow:

1. Provide your current Primary Shift Account email.
2. Complete the following actions:
   • Export any saved passwords. Click here for a guide to export your passwords.
   • Save any important tabs as bookmarks.
   • Sign out of Shift and stay on the sign-in page (do not sign back in). Click here for instructions on how to sign out.

Once our team makes the necessary changes, sign back into Shift and use the appropriate sign-in method for your new host (Google, Microsoft, etc.).

Scenario 4: Updated security or third-party settings

If your security settings or third-party app settings were updated, you may need to sign out and reauthenticate your Primary Shift Account. Follow our step-by-step instructions on how to sign out of Shift here.

Additionally, your email administrator may need to ensure Shift is allowed through and added as an approved third-party app. Detailed information can be found here.

What's next?

Click here for more information about your account, subscription, and payments.