Customers sometimes try to edit or update the email address (User ID) of an existing Exchange, IMAP, or SES Email account that is already added in Sprinklr. When this is not possible from the UI, they often raise a support request.

This behavior is expected in Sprinklr.

Once an email account is added, its User ID (email address) becomes a fixed identifier for that account and cannot be changed.

This document explains:

• Why editing an existing email account is not supported

• What you should do instead

• How to correctly add or deactivate email accounts

Common Scenario

You have an Exchange or Email account added in Sprinklr, for example: voiceoncalldev@sprinklr.com

Later, you want to:

• Change the email address

• Replace it with a new address

• Add a similar account (for example, voiceoncalldev1@sprinklr.com or voiceoncalldev2@sprinklr.com)

You try to edit the existing account from the Sprinklr UI, but find that:

• The User ID field cannot be updated

• The option to change the email address is unavailable

Why This Happens

In Sprinklr:

• Each email or Exchange account is created as a unique entity

• The User ID (email address) is permanently associated with that entity

• Changing the User ID would break the account’s identity and associations

Because of this, editing or replacing the email address of an existing account is not supported.

This applies to:

• Exchange accounts

• IMAP accounts

• SES email accounts

Important Limitation to Know

Once an email account is added in Sprinklr, you cannot change or update its User ID (email address) from the UI.

This is expected product behavior and does not indicate an issue or defect.

What You Should Do Instead

Scenario 1: You Want to Add a New Email Address

If you need to use a new or different email address, you must add it as a new account.

Example

Current account:

voiceoncalldev@sprinklr.com

New account needed:

voiceoncalldev1@sprinklr.com

✅ Correct approach

• Add voiceoncalldev1@sprinklr.com as a new email account in Sprinklr

❌ Incorrect approach

• Trying to edit voiceoncalldev@sprinklr.com to change the User ID

Scenario 2: The Existing Account Is No Longer Required

If the existing email account is no longer needed:

• Deactivate the account from the Sprinklr UI

• Do not attempt to reuse or modify it for another email address

This keeps your configuration clean and avoids confusion.

Supported Actions vs. Unsupported Actions

Key Takeaways

• An email account’s User ID cannot be edited after it is added to Sprinklr

• Each email address must be added as a separate account

• Old or unused accounts should be deactivated, not modified

• This behavior is expected and not a product issue