Changing Your Email or Account Info

Changing the email address on your Foto Master account is a common request -- usually because you are switching from a personal address to a business one, transferring ownership of a booth, or consolidating multiple accounts. This article explains how to safely request an email change and what to do if your licenses or Cloud sync stop working afterward.

Quick Diagnostics

Before requesting an email change, gather:

• The currently registered email on your account (the one that receives Foto Master invoices and license activation emails)
• The new email you want to use
• A list of any license keys attached to your account (find these in the Cloud dashboard under Licenses)
• The booth devices currently logged in with the old email (FMX, legacy FMX, AGWall, etc.)

How to Request an Email Change

1. Send the request from your currently registered email -- This is how Foto Master verifies that you are the account owner. Email support@fotomaster.com from the address Foto Master already has on file.
2. State both addresses clearly -- Include the old email and the new email in the body of the message. Example: "Please change my registered email from old@example.com to new@example.com."
3. Wait for confirmation -- Support will reply with a confirmation once the change is complete. This can take one to two business days. Do not change passwords or sign out of your devices while waiting.

Common Issues

Locked Out After Changing Both Email and Password

Problem: A customer changes the email and password on their Cloud account at the same time and then cannot log into FMX or the Cloud dashboard with either combination of credentials.

Cause: The license key on the booth is still tied to the old email. When the Cloud account email is updated, but the booth never gets re-authenticated, the local license and the Cloud account fall out of sync.

Solution:

1. Try logging into the Cloud dashboard at cloud.fotomaster.com using the new email and new password.
2. In FMX (or legacy FMX), sign out completely from the old account, then sign back in with the new credentials. On Windows, the sign-out is in Global Settings > Cloud Tab -- see the Cloud Tab settings reference.
3. If FMX still rejects the credentials, contact Foto Master support with both the old and new email addresses. The team can verify which account the license is registered under and re-link it.

Re-syncing the Cloud After an Email Change

Problem: After an email change is processed, events, workflows, or media stop syncing between the Cloud and FMX. The license shows as "Activated" in FMX but events created in the Cloud have not yet appeared on the booth.

Cause: When the account email changes, some of the sync tokens stored on the device still point to the old identity. A fresh sign-in re-issues them so the booth and the Cloud line up again. Our engineering team is also working on making this step automatic in a future release.

Solution:

1. Sign out and sign back in on every device -- In FMX (Windows), go to Global Settings > Cloud Tab and sign out. Close FMX, reopen it, and sign in with the new email.
2. Force a manual sync -- After signing in, tap the Sync button in FMX to pull events fresh from the Cloud.
3. Re-publish the affected events -- In the Cloud dashboard, open each event and save/re-publish it. This nudges the sync system to push the event to all assigned devices.
4. Contact support if events still do not appear -- Provide your old email, new email, the event name, and the device serial number. Support can manually re-link the events on the backend.

Coupon Code or Subscription Was Linked to Old Email

Problem: You purchased a subscription, AI credit pack, or used a coupon code under the old email and now the new email account does not show the credit or active plan.

Cause: Purchases and coupon redemptions are recorded against the email that made the purchase. If the email change is processed after the purchase, the records should follow -- but sometimes a manual move is needed.

Solution: Contact Foto Master support and reference the original purchase or coupon. Include the old email, the new email, and the order number or coupon code if you have it. Support can transfer the entitlement to the new account.

Multiple Booths Owned by Different Team Members

Problem: Your business has several booths, and each was registered under a different staff member's email. You want to consolidate everything under one company email.

Solution: This requires careful coordination -- do not try to do it during a busy event week. Email support@fotomasterltd.com from each existing email and request that the licenses be moved to your central account email. Allow several business days. Make sure each booth is signed out of FMX before the move so it can re-authenticate cleanly under the new email.