Thanks for reaching out, and we appreciate you already working with our support team on this. We understand that needing to create a new account just to update your email address feels inconvenient, and we agree. Unfortunately, that's how our system currently handles accounts.
Normally, you can update your hub's registration email directly from my.hubitat.com using the "Replace Admin" feature. However, because the active subscriptions are tied to your current email address for payment processing, we need to cancel the existing subscriptions before we can change the email.
Don't worry, you can continue using the service for the remainder of your paid period even after the cancellation. We'll also transfer your existing backups to your new account. If you'd like to continue the service beyond your current expiration date, you'll simply need to resubscribe using your new account at that time.
The good news is that our engineers are actively working to streamline this process! Soon, users will be able to complete the transfer directly from my.hubitat.com, and the system will automatically handle subscription cancellations, making it much simpler for our customers.
Our support team will reach out to you shortly to let you know when the transfer to your new account has been completed.
