If your company changes its email domain, for example from @oldcompany.com to @newcompany.com, and you update the usernames in your identity provider, the affected users will no longer be able to log in to Fax.Plus. They will see the following error:
Username with SSO NameID *** was not found
Why this happens
The email address is the unique identifier of a Fax.Plus user. On an SSO-enabled account, the email address of an existing user cannot be modified, and an existing user cannot be re-pointed to a new address. When the domain changes, your identity provider sends a NameID that does not match any user in your Fax.Plus account, and authentication fails.
The original user still exists in your account, and all the faxes that user sent and received remain attached to it.
Note: Do not delete the original users. Their fax history is attached to those user records and cannot be moved to a different email address.
Note: Keeping the original users in your account does not affect your billing. The Enterprise plan includes an unlimited number of users at no additional cost.
What to do
Provision the new email addresses as new users, then place each new user above the matching old user in your account hierarchy. The new user then has access to everything the old address sent and received.
- In your identity provider, confirm that the NameID format is set to EmailAddress and that it sends the new address exactly as it will be provisioned.
- Provision the new email addresses to your Fax.Plus account via your IdP. Each new address is created as a new user.
- Reassign the fax number from the old user to the new one. Go to the Numbers section, find the number, click More (⋮) followed by Manage Assignment, and assign it to the new email address. The new user receives an email confirming the assignment.
- Go to Users and click Edit Hierarchy in the top right corner.
- Drag and drop each old user so that it sits underneath the matching new user, making the new address the Manager of the old one.
- Click Save to confirm and apply your changes.
- Ask one of the affected users to log in with their new address and confirm they can see the faxes sent and received by their old address.
Note: Sent faxes are unique to each user. Owners and Admins do not have access to the sent faxes of other users, only Managers within a hierarchy do. Setting up the hierarchy is what restores access to the old sent history.
After the change
- New faxes are sent and received under the new email address.
- The fax number stays with the person. Once reassigned, incoming faxes arrive under the new address, and the old user keeps only its historical faxes.
- The faxes belonging to the old address stay under the old user and are visible to the new address as its Manager.
- The old address can no longer be used to log in once it is removed from your identity provider.