To protect your company’s data, gotomyerp support is available only to registered users whose email addresses are on file in our system. This article explains:

• What “registered user” means
• How to correctly update a user’s email
• What to do when your company changes its email domain
• What is not accepted as proof of identity and why

1. Support eligibility: registered users only

gotomyerp can only provide support when:

• The email in the From field of the support request matches a user’s Primary Email on file, or
• The email matches a user’s Alternate Email on file.

If the sending email address is not on file as either primary or alternate, support will be denied until an authorized user updates the account.

2. How email addresses are managed

• Primary Email: The main email used for login, communication, and verification.
• Alternate Email: An optional additional email that is also considered trusted and support-eligible.
• Authorized User: A user on your account with access to the gotomyerp Onboarding Portal who can manage users and their details.

Only authorized users can change or add emails for user accounts. This is required for us to trust new email addresses.

3. When a single user’s email changes

If one user gets a new email address (for example, a name change or personal email change), follow this process:

1. The authorized user for your company logs in to the gotomyerp Onboarding Portal. (Onboarding Portal Interactive Guide)
2. They locate the affected user account.
3. They do one of the following:
   • Update the user’s Primary Email to the new email address, or
   • Add the new address as the user’s Alternate Email.
4. Once saved, the new email becomes eligible for support.

Until this update is completed, requests from the new email address will be denied for security reasons.

4. When the entire company changes its domain

Example: your company moves from @oldcompany.com to @newcompany.com.

To maintain uninterrupted support:

1. Identify an authorized user with access to the gotomyerp Onboarding Portal. (Onboarding Portal Interactive Guide)
2. For each user:
   • Update the Primary Email to the new domain, or
   • Add the new domain email as an Alternate Email first, then optionally switch it to Primary.
3. Communicate internally to your team that:
   • Support will be provided only from the updated addresses on file.
   • Any emails from addresses that are not yet updated may be denied until the records are corrected.

gotomyerp cannot treat an entire new domain as trusted unless each user’s email has been properly updated in the Onboarding Portal by an authorized user.

5. What is not accepted as proof of identity

The following are not sufficient to change or validate a user’s email:

• Replying from a different email and “stating” they are the same user
  – Email addresses are easy to spoof, forward, or share.
  – A compromised mailbox or forwarding rule could let an unauthorized person talk to support.
  – If the email is not in our system as primary or alternate, we must treat it as untrusted.
• Requesting an email change in the email signature
  – Signatures are free-form text and can be edited by anyone sending the email.
  – There is no security control or verification on signature content.
  – Trusting signatures would allow unauthorized changes with no proper authorization trail.

Both methods lack strong verification and do not provide a reliable link between the person sending the email and the registered account owner. For this reason, we require changes to be made only through the Onboarding Portal by an authorized user.

6. Why gotomyerp is strict about this

Our rules are strict for three key reasons:

• Security: Prevent unauthorized access, social engineering, and data exposure.
• Privacy: Ensure only verified, registered users can receive sensitive information about your environment.
• Auditability: Keep a clear record of who authorized which change, and when.

This protects your financial systems, your data, and your users from unauthorized access.

7. Standard response when an unregistered email contacts support

When a ticket is received from an email address that is not on file, the following message is sent and the ticket is closed:

Hello <User>,

Thank you for contacting support.

For the security and privacy of our customers, we can only provide support for registered users in our system. Currently, we do not find your current email address (<Sender Email>) in our system.

If you believe this to be a mistake, please have one of your authorized users on the account log in to the Onboarding Portal and either:

• Change your primary email on file, or
• Add an alternate email address for your user.

If you are not a customer and are interested in gotomyerp services, please contact sales@gotomyerp.com or call 877-888-5525.

Sorry for the inconvenience.

PS: This ticket will now be closed.

8. Summary

• Support is provided only to users whose email is on file as primary or alternate.
• All email changes must be made by an authorized user through the gotomyerp Onboarding Portal.
• We do not accept identity claims based on replies from unknown emails or signature text.
• These controls exist to protect your company’s security and privacy.