Introduction

This article is for Enterprise accounts with SSO enabled that need to update user email addresses to a new domain (e.g., migrating from @oldcompany.com to @newcompany.com). 

Email changes are not available to Enterprise users directly, so these updates must be completed by the Runway Support team.

Step 1 — Configuring the new domain in SSO

If the new domain requires a different SSO configuration than your current one, you'll need to submit a new configuration before the migration. For setup instructions, see Configuring Enterprise SSO.

If the new domain uses the same SSO configuration, our Support team can add it on your end — just note this in your request.

Important: Instruct users not to log in with their new email yet.

Until Runway Support has updated their accounts, users should continue logging in with their current email address. Logging in with a new email before the migration creates a duplicate account on Runway's side.

If this happens accidentally, the user can delete the newly created account without impacting their original account or assets. Reach out to Support if there are any concerns before proceeding.

Step 2 — Submitting the request

Runway cannot process SSO configurations or make account changes when contacted by non-administrative account holders. The fastest way to request a domain change is through the chat widget from an Admin's account. 

When you select a team or email domain change, you'll be prompted to provide:

• New domain (e.g., @newcompany.com)
• Preferred date and time with timezone (e.g., Monday March 31 at 9:00 AM EST)

Helpful details to include

• Full or partial migration — Specify whether all users on the current domain should be updated, or only some. For partial migrations, include a list of the specific user email addresses to be changed.
• Any deadline or coordination needs — If the change needs to align with an internal IT migration, let the team know so timing can be coordinated.

Note: Please submit your request at least 2 business days before your preferred date so we can coordinate with the appropriate teams.

Once your request is submitted, our Enterprise Support team will respond within standard Enterprise SLAs to confirm receipt and let you know if any additional information is needed.

During the migration, users retain access to all existing assets, projects, and workspace roles. Users who are currently logged in will remain logged in throughout — there is no interruption to active sessions. The next time they sign out, they'll need to log back in using their new domain credentials. Users on the old domain who are not included in a partial migration are unaffected.

Step 3 — Verifying the migration

Once Support confirms the changes are complete:

1. Ask users to log in using their new email address through SSO.
2. Verify that workspace access, roles, and assets are intact.
3. If any users experience login issues, see SSO Troubleshooting for Enterprise Members, or get in touch with our support team.

FAQS