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Hi - I see a lot of folk having the same issue:

I have two 100% valid email addresses, I use them all the time - one is work, the other is personal. I want to change strava default from one to the other...

So, I go through the usual bog-standard method on either PC or mobile app. I change from personal (which has been working for years), to my work email. This worked fine. But after a few days I decided to change back to personal. This fails every time, same error message “something went wrong, please try again”

I know about the verify codes/spam folders etc. I’m a long-time paid supporter. I know about not being signed in on multiple devices/accounts. I understand all that usual crap, logging in and out of accounts.

I suspect this is a bug, that prevents reusing a previously used address, or simply a flawed system overall. 

I desperation I sent a ticket, and (having just now tried again) managed to change the email successfully this time. So, I’m assuming it’s a manual work-around that the support staff do (thank you). I have received no communication yet about my ticket solution. But the thing is I need this to work as expected, within the app, and I’m now too scared to change again.

And the whole reason for me trying to change is that my poor Wife has lost her job and needs to change addresses. She struck the same issue, tried getting help (non-existent), just got the usual AI drivel that told her to delete her account! My attempt to duplicate did exactly this - duplicated her problem. Neither of us are IT fools, this should be a simple process, not requiring a ticket.

 

 

Has anyone found a better solution?

 

  

 

Hi ​@JRNZ,

Strava has some limits for how often users can change certain profile information (e.g. birth date), to avoid abuse. Those limits aren't documented anywhere but users run into them occasionally. Since you were able to change your address successfully in your first attempt and only the 2nd change was problematic - and only worked later on, I suppose that some kind of limit is also applied to the email address change. 

If that's the case, your wife should be able to change her Strava email address after waiting as long as you did between the attempts. 

Nah, have tried after more than a day waiting. Get either “something went wrong, please try again” or “invalid email address”.

It’s a bug. 

 

Worse: I pay this money but get no service from the service ticket. Time to leave Strava.

Has your wife already changed the email address for her Strava account and now she can’t login with the new email or is trying to change the address the problem reported here?

In the first case your wife could try to delete all the Strava related cookies in her browser, sometimes some cookies are stuck with outdated information from the former authentication. If there still comes an “invalid email address” error or trying to change the email is what doesn’t work then I fear she really have to wait for the support to sort that out.

Thanks Jan, the cookies is a good idea, so I’ll try that on both phone and PC thanks. However...I’ve tried changing on a clean PC too - no luck. 

 

And no - my Wife only tried changing to a new address and was not successful. Hence me trying, and duplicating her problem when I tried to switch back!

 

If only there was proper, timely support from the company that we both pay money to subscribe to…

 

cheers

If the problem appears on a clean PC then the cookies won’t have anything to do with it.

Seeing that the problem arised with your own Strava account only at the second time where you tried to reestablish a former used email address there are two things your wife could try:

  • Make sure, that the new email address really wasn’t used before, that means, trying to login with it using the one time code feature.
  • In case someone has tried to hack the Strava account of your wife unsuccessfully using her new email address, that address could be blocked, so only Strava can unblock it if they ever get time for it. But she could try a completely other email address meanwhile, of course one that will be attached to her forever and not a work account.
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