Changing your company's email domain, or moving users into a new identity tenant (for example, after a merger), affects how people sign in to Kadence. With some planning, your users keep their accounts, bookings, and settings, and you avoid duplicate accounts.
This guide covers what to do before, during, and after the change.
Prerequisites
To follow this guide, you need to:
Be a Global Admin in Kadence
Have admin access to your identity provider (e.g. Microsoft Entra ID, Okta, Google Workspace), or work with your IT team
How Kadence recognizes your users
Kadence uses each person's email address to recognize them. This applies to both single sign-on (SSO) and Directory Sync.
When someone signs in or is synced from your directory, Kadence looks for an account with the same email. If the email has changed and no longer matches, Kadence won't recognize them as the same person.
The email in Kadence must exactly match the email your identity provider sends. Most issues during a domain change come from the two getting out of step.
Before you start
Let us know early
Contact [email protected] as early as possible, ideally two weeks before the change. Some steps can only be done by Kadence Support, such as adding your new domain to your SSO connection. Planning ahead avoids downtime for your users.
Make sure you can still sign in
Plan how you and at least one other Global Admin will sign in during the change. If you've turned on Require SSO for all sign-ins, talk to us before the change so you don't get locked out.
Decide on the new sign-in address
Confirm exactly which email address users will sign in with after the change (e.g. [email protected]). This is the address that needs to be on each Kadence account.
Don't remove the old domain from user accounts while your old directory sync is still running. The sync will pass the change to Kadence and can overwrite everyone's email with a temporary address (such as [email protected]), which is difficult to undo.
Update your SSO setup
What you need to do depends on how your users sign in today.
Built-in Microsoft or Google sign-in
Kadence's built-in Microsoft and Google sign-in options aren't tied to a specific tenant. Anyone can sign in, as long as their email matches a user in Kadence. There's no connection to remove or replace.
Once your users' Kadence emails match their new addresses, they can sign in through your new tenant straight away.
The Google and Microsoft Entra ID tiles always show as Connected in Settings → Integrations, even if you've never set them up. See Why does Google or Microsoft Entra ID show as Connected?
Custom SSO connection (Okta, OIDC, or SAML)
Your SSO connection only accepts sign-ins from domains on your account's approved list. Before users can sign in with the new domain, Kadence Support needs to add it to this list. Include every domain users will sign in with, including any .onmicrosoft.com alias if you use one.
If you're moving to a new identity tenant, you'll also need to set up a new connection:
Go to Settings → Integrations → Single sign-on (SSO)
Under Available to connect, click Add on the integration that matches your provider
Follow the on-screen steps, signing in with an admin account from your new tenant
If you can't remove or overwrite your old connection, contact us and we'll remove it for you.
For provider-specific steps, see Microsoft Single Sign-On (SSO) and the Okta SSO Setup Guide.
What happens to existing users and bookings
As long as the email on a user's existing Kadence account is updated, nothing else changes for them. If a new account is created instead, it starts empty.
Scenario | Bookings and history kept? | What to do |
Email updated on the existing account | Yes | Nothing more. Users sign in with their new address. |
New account created with the new email | No | Contact us. We'll update the original account and remove the duplicate. |
Email updated in your identity provider, but not yet synced | Yes, once it syncs | Wait up to 24 hours for Directory Sync to update Kadence. |
Avoid duplicate accounts
Duplicate accounts happen when Kadence receives a user with a new email and can't match them to their existing account. To avoid this:
Update emails rather than recreating users. Change the existing user's email in your identity provider instead of deleting them and creating a new user.
Switch off your old sync first. If you're moving to a new tenant, make sure the old directory sync is fully stopped before connecting the new one.
Test with one or two users. Before syncing everyone, assign a couple of users to the new sync and check they've linked to their existing Kadence accounts.
Using Okta? Change a user's username on their profile (Directory → People), not through the Kadence app assignment (Applications → Kadence → Assignments). Editing the assignment can make Okta deactivate and recreate the user, which blocks them from syncing.
If duplicates have already been created
Kadence can't merge two accounts or move bookings from one account to another. Instead, we can update the email on the original account so the user keeps their bookings, roles, and history, and then remove the duplicate.
To request this, pause your directory sync and send us a spreadsheet with:
The user's current email in Kadence
Their new email, exactly as your identity provider sends it
Any duplicate accounts that should be removed
Once we confirm the changes, turn your sync back on.
Check Directory Sync after the change
Same tenant, new domain: Update emails in your identity provider. Directory Sync updates them in Kadence within 24 hours, and users can then sign in with their new address.
New tenant: Your existing sync points to the old tenant, so it needs to be reconnected to the new one. Contact us before you do this so we can make sure existing users are matched rather than duplicated.
After the change, check that:
Users appear with their new email addresses
No duplicate users have been created
Your synced teams still have the right members (see Directory Sync Setup Guide)
Other integrations
If your mailboxes have moved to a new tenant, you may also need to:
Reconnect your calendar integration with an admin from the new tenant, so room and desk bookings keep syncing
Add the Kadence Teams app in the new tenant, so users can access Kadence in Microsoft Teams
When to contact support
Contact [email protected] if:
You're planning a domain change or tenant migration (ideally two weeks ahead)
You need a new domain added to your SSO connection
You can't remove an old SSO connection
Users can't sign in after the change
Duplicate accounts have been created
Please include:
Your Kadence URL (e.g.
yourcompany.onkadence.co)Your old and new email domains
Your identity provider (e.g. Entra ID, Okta, Google)
Whether you're moving to a new tenant
The date of the change
Frequently Asked Questions
Can you merge two Kadence accounts?
Can you merge two Kadence accounts?
No. We can update the email on the original account so the user keeps everything, and remove the duplicate.
Will users get a "Welcome to Kadence" email if new accounts are created?
Will users get a "Welcome to Kadence" email if new accounts are created?
They might. To prevent this, block the welcome email before reconnecting your sync. See the Directory Sync Setup Guide.
How long does it take for email changes to appear in Kadence?
How long does it take for email changes to appear in Kadence?
Up to 24 hours after the change is made in your identity provider.
Need Help?
For support, reach out to:
📩 [email protected]
For more helpful articles see:
📚 Kadence Help Center