Change Email: state that the confirmation goes to the current address, and what to do when that inbox is unavailable

Summary

The Change Email page (01 Cloud Platform/14 Community/04 Profile/13 Change Email.html) ends with:

Check your inbox and click Change Email to confirm.

It does not say which inbox. The site sends the confirmation to the current (old) address, not the new one: after the form is submitted, /change-email shows "We have sent a confirmation email to your current email address. Please check your inbox and click the link to finish the change." The confirmation link then carries the new address as a parameter and is the only way to finish the change.

Users who start the flow because they have lost access to their current mailbox (the most common reason to change an email) therefore cannot complete it, and the docs give them no warning before they submit. A support conversation (Intercom 215475842939789) came from exactly this case: the user expected the confirmation at the new address and was surprised it had gone to a mailbox they no longer control.

Proposed change

Replace the last step with something like:

Check the inbox of your current email address and click Change Email to confirm. The confirmation is sent to your current address, not the new one.

And add a short note after the steps:

If you no longer have access to your current email address, you cannot complete this flow. For security reasons support can only change the email on a request sent from the address registered to the account. In that case, create a new account with the email address you control.

(The second paragraph reflects the current support policy; adjust the wording if that policy changes.)

Evidence

• Docs page: 01 Cloud Platform/14 Community/04 Profile/13 Change Email.html, final step.
• Site behaviour: the post-submit message on /change-email explicitly says "current email address", and the confirmation URL is /change-email?email=<current>&code=<code>&newEmail=<new>.

Open 01 Cloud Platform/14 Community/04 Profile/13 Change Email.html and review the final step and the text immediately after the steps. Update the documentation to identify the current address as the confirmation destination and explain the unavailable-inbox case, following the stated support policy. Done means the page accurately matches the post-submit message and proposed guidance.