Unexpectedly being prompted to upgrade in Shift? If you've had a recent domain, host, or other email change, that might be why! If a change has occurred with your Primary Shift Account, you'll likely need to take some action and contact our support team to access your paid features again. Continue reading for some common scenarios and what to do for each!👨‍🎓

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. [email protected] to [email protected]) 
2. Your name changed (e.g. [email protected] to [email protected])
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 the above or similar applies to you, we have step-by-step instructions for what we'll need from you to help you regain access to your paid features.

Scenarios 1 and 2: Email domain or name change

Our support team will need to help you transfer your Shift subscription over to your new email. After the transfer, your existing Workspaces and bookmark bars will still be intact. You'll just need to sign back into all your accounts again and add back and sign into any Chrome extensions you were using. All you need to do is provide some information and complete a few simple steps:

Provide the Required Information

• Your current Primary Shift Account email that's tied to your Shift subscription
• The new email you'd like to transfer your subscription over to
• Proof of payment in the form of either the last 4 digits of the credit card used to purchase your subscription or a copy of your receipt (this is for verification purposes)

Complete the Required Actions

1. Export any passwords saved in the Shift browser (these will not automatically transfer). Click here for a quick guide.
2. Take note of any opened web tabs and save them as bookmarks if they are important (opened tabs will close and not transfer)
3. Sign out of Shift. Please remain on the main sign-in page after doing so (do NOT sign in again). Click here for instructions on how to sign out.

After confirming the above with our support team, they'll complete the transfer. The final step is to sign back into Shift using your new email and sign back into your accounts and re-adding any Chrome extensions.

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

You will need to sign out of Shift temporarily so that our support team can make the appropriate changes to your account to reflect the hosting change. This will mean you need to sign back into all your accounts, and add back and sign into any Chrome extensions you were using. Your existing Workspaces and bookmark bars will be intact.  All you need to do is provide some information and complete a few simple steps:

Provide the Required Information

• Your current Primary Shift Account email that's tied to your Shift subscription

Complete the Required Actions

1. Export any passwords saved in the Shift browser (these will not automatically transfer). Click here for a quick guide.
2. Take note of any opened web tabs and save them as bookmarks if they are important (opened tabs will close during the process)
3. Sign out of Shift. Please remain on the main sign-in page after doing so (do NOT sign in again). Click here for instructions on how to sign out.

Our team will make the required changes to your account. After confirmation from our team, the final step for you is to sign back into Shift using your email and choose the opposite sign-in method to match how your email is now hosted. After that, you'll need to sign back into your accounts and re-add any Chrome extensions.

Scenario 4: Updated security or third-party settings

Often, when security and other settings are updated, you will need to reauthenticate your Primary Shift Account once again. A simple sign-out should suffice in this case! Follow our step-by-step instructions on how to sign out of Shift here.

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

What's next?

Learn more about your Primary Shift Account here.

Read about more all things account, subscription, and payment related here.