Problem transferring account owenership

I have access the account of a former employee and tried to change the email address on that account to give ownership to a new employee. It appeared to work but but the new employee never get an email notification and the account still shows the email address for the old employee. To complicate matter, the new employee logged in and created a free account.

How can I fix this?

@Bob_Charpentier if the new email address has registered as a user already, you won't be able to go through the email address change process now (can't change an existing account's email address to another existing account's email address).

Send us an email at to talk through options, probably better to do it over email since you'll probably need to share specific user information with us.

Thanks, Andrew. I'll submit a support ticket.