Email change not reflected in Autodesk Account for Autodesk Single Sign-On (SSO) members

Autodesk Support

Feb 11, 2025

Products and versions covered

Issue:

Your organization is using Autodesk Single Sign-On (SSO) for federated access.
However, when an email address is changed in the Active Directory (for example, due to a name change), the new address is not reflected in the Autodesk Account.
The old email address is still shown in the Autodesk Account.

Environment:

Autodesk SSO-enabled domain.

Causes:

This behavior may occur when, in addition to the email change in the Active Directory, the Autodesk Admin preprovisioned manually a new Autodesk Account with the new email. When the member logs in with Autodesk SSO with the new email, an account duplication occurs.

Solution:

To get this sorted:

 

Open a support case with Autodesk Support Team to look into the issue

  1. Open the Autodesk Support page: Contact Customer Support | Autodesk Support.
  2. Sign in with your Autodesk Account.
  3. Select Post-purchase Support > Sign in & Profile > Single Sign-On (SSO).
  4. Specify the affected members. Include their complete old and new email addresses.

 

To prevent this behavior from happening again

  1. Change the email address for the member in the Active Directory.
  2. Have the member sign in with their new email address.
  3. The Autodesk Identity system will automatically perform the synchronization and update the email address to the new value.

Products:

All Cloud and Desktop Products;

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