Domain & Email Address Changes

Gem is deeply integrated with your Google or Microsoft account. Your email Sequences, sourced prospects, and historical outreach data are all linked to your Google or Microsoft account, which can impact how you use Gem if your company changes domains or migrates your email data to a different domain.

This type of change usually falls into one of two categories. If you are not sure which one you fall into, please consult with your IT team or Google/Microsoft Administrator:

1. You are or will be keeping the same Google or Microsoft account and are simply changing your email address.

2. You are or will be using a new Google or Microsoft account that is separate from your old email account.

You are keeping the same Google or Microsoft account

1. Do not try logging into Gem with your new email address. This will create a new Gem team and user account. (Without the proper setup, Gem has no way of knowing that your new email address is related to your old email account.)

2. Email support@gem.com, reference this help center article, and let us know that you fall into the first category listed in the section above.

3. We will update our database to replace your old email address with your new one.

4. We will let you know when you can log in with your new email address. Since you are using the same Google or Microsoft email account, all of your Sequence and Project data will be immediately accessible.

You are using a new Google or Microsoft account

Note: Gem is not able to migrate your Sequence, Project, historical outreach data, or custom fields from one domain or Gem account to another. This kind of data is unique and permanently linked to the domain or account that it was created on, but the procedure below allows you to access the older/existing data while signed in to your new account. In addition to this, if your team will be deleting the old domain and email accounts under it, any active Sequences that you have running will stop.

1. If your team hasn’t changed domains yet and you still have access to your original Gem account, set all of your Projects and sequences to the Shared access setting (learn more here). This will help make them easier to find at the end of this process.

2. Do not try logging into Gem with your new email address. This will create a new Gem team and user account. (Without the proper setup, Gem has no way of knowing that your new domain is related to your old one.)

3. A Gem Admin on your team must email support@gem.com to let us know that your company has changed domains and that you have new email accounts. You can reference this help center article in the request and let us know that you fall into the second category listed in the section above.

4. We will link your new domain with your existing Gem team records.

5. We will let you know when you can sign up with your new email address. As an end result, a new Gem account will be created and you will be able to find the Projects and Sequences that were shared from your old account (Step 1), as well as see historical team outreach data. For Projects or Sequences that were shared, you can find and make a copy of or transfer ownership of them to yourself after you’ve created your new account.

6. If you were unable to share specific Sequences or Projects before your company changed domains, please let a Gem Admin on your team know which one(s) you need access to so they can share or transfer ownership of them over to you.

Have any issues or questions on this topic? Please feel free to contact your dedicated Gem Customer Success Manager directly or our Support team at support@gem.com.