Unable to log in after changing AnkiWeb email – account not found on both emails

Anki Help
1

Hello,

I am facing an issue after changing the email address on my AnkiWeb account.

I was logged in using my old email address and went to account settings to update it to a new email address. After clicking Update, AnkiWeb showed that the email was successfully updated and redirected me back to the login page, asking me to log in again.

However, when I tried logging in:

  • Using the new email, it said: “No user exists on this email.”

  • Using the old email, it also said: “No account exists on this email.”

I then tried using “Forgot password”:

  • With the new email → it said no account exists.

  • With the old email → it also said no account exists.

Later, I checked my email (including spam/trash) and found a password reset email on the new email address, but when I clicked the link it said the link had expired. After that, trying “forgot password” again resulted in a message asking me to try again after 1 hour, and eventually it went back to saying no account exists on either email.

At this point, I am unable to log in with both the old and new email addresses. After researching, I found that this issue has occurred for other users before and seems to require a developer-side fix (email/account detachment).

Details:

  • Old email: ni******gmail.com

  • New email: ni******gamilc.om

  • Approximate date/time of email change: 11:38 UTC

  • Platform: Windows (desktop Anki)

I still have my local collection and have not synced since this happened.

Could you please help reattach my account to the correct email address?

Thank you very much for your help.

2

It looks like you have a typo in your new email address, but not the one you think. The only account that appears to match is n***d@gmail.comm – with an extra m. [I don’t want to post any version of your addresses publicly. If you need to discuss the exact addresses privately, you can DM us here @ moderators, or by opening a private ticket in our other support system.]

Try signing in with that email address, so you can change your email address – and type it very carefully.

If the above doesn’t work, it would help me to have a link to the discussions you found. As a new user, you should still be able to post a link here `if you put it between backticks` in a codeblock.

3

I have sent a detailed reply to @moderators regarding my specific scenario, including the emails I chose and have trouble logging in with.

Once again, thank you so much for your time and assistance.

1 Like
4

Hello I am having the same issue. I changed my email from j*****@andrew.cmu.edu to j*****@alumni.cmu.edu and now it is saying both accounts do not exist. I checked the emails for the new email even in the spam and have not received anything. I no longer have access to the other email account. Please let me know if this can be fixed, thank you!

5

Based on the email address you used to post here, I can see an AnkiWeb account for j*****@almuni.cmu.edu instead – with “alumni” spelled incorrectly. Try that one.

6

Thank you!

1 Like