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. 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 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. Here's what the process will look like:

1. Take note of any emails, apps, and extensions you're currently using, as you'll need to recreate your existing setup once again
2. Export any passwords or bookmarks you want to later import to your new setup
3. Sign out of Shift (see the step-by-step instructions here)
4. Create a new, free Shift account using the new email you want to transfer your subscription to
5. Reach out to our support team. Make sure to let us know the email you used to create your new, free account with
6. Once our team confirms your existing account is deleted and transfers your subscription over to your new email, all you'll need to do is hard refresh Shift by pressing Cmd Shift R or Ctrl Shift R on your keyboard.

Please note that you will need to set up your Shift account again, including adding back any emails, apps, and extensions, re-importing any desired passwords, bookmarks, and history, as well as toggling any Shift settings as needed.

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

Here's what the process will look like:

1. Take note of any emails, apps, and extensions you're currently using
2. Sign out of Shift (see the step-by-step instructions here)
3. Reach out to our support team. Make sure to let us know what your Primary Shift Account (that's now hosted differently)
4. After you sign out of Shift, our team will need to delete your account temporarily so that the mailbox type can be changed
5. Once our team confirms the account is deleted, sign back into Shift using the same email that's now hosted differently (make sure to select the proper sign-in method)
6. Let our team know once you've signed in and created a new account
7. Our team will reinstate your subscription
8. After that, all you'll need to do is hard refresh by pressing Cmd Shift R or Ctrl Shift R on your keyboard

Please note that you will need to set up your Shift account again, including adding back any emails, apps, and extensions, re-importing any desired passwords, bookmarks, and history, as well as toggling any Shift settings as needed.

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.