Avoid service interruptions when changing the primary email address for a personal or group computing account at IU

On this page:


In some cases, you may need or wish to change your primary email address. For example, if you have moved from one Indiana University campus to another, you may wish to have a primary email address that reflects your new campus affiliation. You will receive all messages sent to any of your IU email addresses automatically, regardless of your primary address. However, your primary email address determines which email address you send mail from, and which email address is displayed in the IU Directory. So, for example, faculty and staff may wish to set a primary address that reflects their job duties.

Students: If you use Gmail at IU, your reply-to address is username@iu.edu; this is unaffected by your primary email address.

By default, everyone has an @iu.edu address; for more, see Your IU email address. If you do not yet have an email address using the domain of a campus with which you're affiliated (e.g., username@iupui.edu), you can create the new address as described in Create a new IU email address.

Before setting a different IU address as your primary email address, you should take several precautionary steps to avoid potential problems with existing mailing list subscriptions, website logins, and access to services both inside and outside of IU, as described below.

Before changing the primary IU email address for your personal or group computing account


These instructions will help you avoid potential problems with IU services, but they cannot anticipate all the outside lists, websites, and services that might be associated with your old address, nor can they foresee any unusual or complex configurations you might have with IU systems (e.g., if you have already used multiple email domains with any IU services).

Before you begin, investigate and note any atypical configurations you might have used; this will help you as you proceed, and can help the UITS Support Center or other support consultants troubleshoot any problems that may arise.

Furthermore, although this information is intended primarily for owners of personal (i.e., individual) computing accounts, if you are the owner of a group (e.g., departmental or student organization) computing account that's changing its primary IU email address, you should check the IU List subscriptions and IP phones associated with that account.

Verify your account's existing email addresses

In most cases, personal email addresses for which you are eligible will be created automatically, based on data from the Office of the Registrar (students), the Office of Academic Affairs (faculty), or IU Human Resources (staff).

To verify your account's existing email addresses and forwarding:

  1. Individual accounts:

    Group accounts:

    In a fresh browser in which you have not logged into IU Login (formerly CAS), navigate to Manage Your Email. Log in using your group account credentials.

  2. You'll see all email addresses currently associated with your account, and where each is forwarded.

    You will see further links to manage your email account. Do not change your primary address at this time.

    If you have recently created a new email address, verify that it is being forwarded to an email service (such as Exchange or Gmail at IU). If the entry for the address indicates that it is delivered to " @ ", set that account to forward correctly; click Forward email and select the appropriate option:

    • To select an IU email service, choose Set delivery for the address(es) to the IU email service:, and then, from the drop-down menu, select the appropriate email service (such as Exchange or Gmail at IU). Click Continue.
    • To use a non-IU email service, choose Set delivery for the address(es) to:, and then enter the email address to which you'd like your account's email forwarded. Click Continue.


      Before setting your IU email address to forward to a non-IU service (e.g., personal Gmail, Hotmail, Yahoo!), note:

      • UITS cannot guarantee email delivery to non-IU accounts, delays in delivery can occur, and the UITS Support Center may not be able to help with some problems concerning non-IU accounts. If your email forwarding fails for any reason, you may miss important official communications sent to your IU address for which you are still responsible. Fore more, see If you forward your IU email address and aren't receiving external email messages.
      • Faculty, staff, residents, and students in HIPAA Affected Areas whose roles may require sharing protected health information (PHI) via email (e.g., Schools of Medicine, Dentistry, and Optometry) are not permitted to set up mail forwarding to outside accounts, as this could result in the violation of federal and state laws. For more, see HIPAA Privacy and Security Compliance.

Add your new account as an alias in your IU Box account

By default, Box treats different email addresses as separate Box accounts. To avoid creating a second Box account, add your new email address as an alias to your existing Box account. See Add another IU email address to your IU Box account settings.

Verify your account's existing IU List password and subscriptions

Verify the IU List password and subscriptions for your personal or group account by logging into the service. If you do not have an IU List login for your personal or group account, you may need to create one; see About IU List. If necessary, you can reset the IU List password; see Set, change, or reset your IU List password

Remove your IU email profile from your smartphone or handheld device

Some individuals have experienced problems with their smartphones and handheld devices after changing their primary IU addresses. For best results, remove your IU email profile from your device before changing your primary IU email address, and then, after the change is complete, create a new profile.

Change the primary IU email address for your personal or group account

If you have not already done so, create a new IU email address for your personal or group account; see Create a new IU email address.

Set your account's new email address as its primary IU email address. For instructions, see Change your primary email address and set delivery for your email addresses.

After changing your account's primary IU email address, you may need to wait up to 24 hours for the change to propagate to all systems. Clients or systems that rely on your account's email address may behave unreliably during this period. If you have questions or problems, contact your campus Support Center.

After changing your personal or group account's primary IU email address

Update your account's email address on IU List

Log into IU List using the IU List login (see Use the IU List web interface) for your personal or group account, as appropriate; don't use IU Login (formerly CAS). Change your account's address there using the instructions at After changing your IU email address, update IU List mailing lists that you subscribe to or sponsor.

While it is possible to complete these steps while logged into IU Login (formerly CAS) before changing your primary email, you should do so afterwards with the steps linked above, particularly if your account is subscribed to any mailing lists that restrict posting to members of the list. This is so that you do not temporarily lose the ability to send mail to lists with these types of restrictions.

For similar reasons, you may wish to wait until you are certain your account's new primary IU email address has propagated through the system before changing it in IU List.

Update email clients (for Exchange accounts)

If you use Exchange, you may need to update some email clients (including Outlook for Mac, Mac Mail, and Thunderbird) with your account's new primary IU email address. For directions on configuring various mail clients, see Read your IU Exchange email. While some email clients may continue to function without the configuration being updated, they will not automatically update your sending address; an exception to this is Outlook for Windows, which should automatically update your sending address. Whichever client you use, you may also need to edit some existing rules (or create new ones) for handling incoming messages.

If you have an S/MIME certificate, you will need to request a new one for your new primary email address using the directions at Get an S/MIME certificate for digital email signatures at IU.

Change your account's UniCom sign-in and reset IP phones

If your personal or group account uses IU's UniCom service (accessed via Skype for Business), you will need to log in using your account's new primary email address.

After changing your account's primary email address, if you encounter problems logging into UniCom, see Log into UniCom with Skype for Business in Windows or macOS.

Your account's UniCom contacts will see your account in Skype for Business listed as "Presence Unknown". This will correct itself once they log out and log back into Skype for Business. You may want to enter a note in your UniCom client to alert your contacts of this.

Skype for Business for Windows saves conversation histories in your Exchange account; previously logged conversations will be accessible from Outlook and OWA in the Conversation History folder.

Certain IP phones will require action:

  • If you have a Polycom CX600 phone, reset it; see Reset a Polycom CX600 phone. Your phone may not be able to connect until the following day.

Update subscriptions to external lists

If your personal or group account is subscribed to any external (non-IU) lists, you may not be able to post to those lists until you have updated them with the appropriate contact information. This process will be different for every external entity, and you will need to determine this process separately for each one. Your account should still be able to receive mail from these lists, but they most likely won't accept posts from your account's new email address until you update the contact information or re-subscribe.

Check JIRA permissions

If you manage issues in IU Enterprise JIRA, your JIRA account permissions may be affected by the email change. If you encounter problems, send email to the JIRA/Confluence mail queue, requesting that your permissions be updated.

Update FootPrints

If you use FootPrints, see Changes you need to make in FootPrints if you change your primary email address.

This is document baqe in the Knowledge Base.
Last modified on 2019-06-12 15:24:16.

Contact us

For help or to comment, email the UITS Support Center.