Manage Email Update Reminder Requests

Administrators receive email reminders when pending user email updates are initiated through a bulk import, manually initiated in the platform, or submitted through inbound SCIM PATCH or PUT requests. Review these requests promptly to prevent them from blocking later user-management operations. Requests that remain pending are automatically canceled after seven days.

Pending email update requests can prevent administrators from completing other user-management tasks, such as creating invited users or adding respondents. This feature improves how these requests are managed so they do not remain open indefinitely.

This behavior applies to pending email update requests created through the available methods when the tenant's Require user confirmation to change login email setting is enabled under Global Settings > User Settings.

Available Email Reminder Templates

The applicable email reminder templates can be located in Global Settings > Email branding & templates under the General group.

Notification Flow

The reminder process runs daily and evaluates pending requests created within the seven-day retention window. This flow applies to updates initiated through a manual platform update, bulk import, or inbound SCIM PATCH or PUT request.

Canceled requests no longer block the import process.

Table 1. Notification flow timeline
Time from request creation Notification or action Recipient or outcome
Immediately A pending email update request is created. The request enters the reminder flow.
After 24 hours The first reminder is sent.

The human initiator receives the reminder for manual platform updates and bulk imports.

For SCIM requests, all root-organization Site Administrators receive it.
After 72 hours The second reminder is sent if the request is still pending. The same recipient group receives the reminder.
After 7 days Any remaining pending request is automatically canceled. Canceled requests no longer block later user-management operations.

How Requests Appear in Reminder Emails

The email format depends on the number of pending requests in the batch:

  • 10 or fewer requests: The email lists each user's name and includes a link to the user's details.
  • More than 10 requests: The email includes an Excel attachment with the user's name, requested date, and a link to the user's details.
  • More than 5,000 requests: The requests are split across multiple Excel attachments in the same email.

First Email Reminder

Second Email Reminder

First Email Reminder with Attachment

Second Email Reminder with Attachment

Review Pending Email Update Requests

Review and resolve pending email update requests listed in a reminder email or its Excel attachment before the seven-day cancellation point.

  1. Open the reminder email.
  2. Review the pending email update requests listed in the message or Excel attachment.
  3. Select the User Details link for each request that requires attention.
  4. Take the appropriate action for the request before the seven-day cancellation point.
  5. If a request is no longer needed, cancel or otherwise resolve it using the available user-management controls.
Tip:

For large batches, use the requested date in the Excel attachment to prioritize the oldest requests first.

OneTrust Cleanup

Upcoming Cleanup of Older Requests

OneTrust is planning a one-time cleanup of long-standing pending email update requests that are already in the system on November 30, 2026. This cleanup includes requests that may have been pending for several years.

Cleanup Stage What Happens Administrator Action
Before the cleanup release Administrators receive two reminder emails about the older requests. Review the listed requests.
Before the stated deadline The reminder emails identify the requests scheduled for cleanup and the deadline to resolve them. Resolve any requests that should be retained.
At cleanup Requests that are not resolved by the deadline are removed. No action is available for requests that have already been removed.
Important:

The cleanup applies to older requests already in the system and is separate from the ongoing seven-day auto-cancellation process for new requests.

Email Reminders FAQ

What is the difference between auto-cancellation and the upcoming cleanup?

Auto-cancellation is the ongoing process for new requests from manual updates, bulk imports, and SCIM. Pending requests are canceled after seven days. The upcoming cleanup is a one-time process for older requests that were already pending in the system.

What should I do when I receive a reminder?

Review the pending requests in the email or Excel attachment, open the User Details link, and resolve each request before the due date. This guidance applies whether the request came from a manual update, bulk import, or SCIM.

Does the Confirm Email setting affect this flow?

Yes. The tenant's Require user confirmation to change login email setting must be enabled for email update requests to enter this flow. Reminder timing and automatic cancellation are managed by OneTrust. Reminder emails use the root organization's language.

Can a missed first reminder prevent the second reminder?

No. The reminder windows are evaluated independently. A request can still receive the second reminder if the first reminder was not sent.

Which user email update methods are covered?

The reminder flow covers pending email updates initiated by a manual update in the platform, a bulk import, or an inbound SCIM PATCH or PUT request.

Do all three methods follow the same reminder timeline?

Yes. The first reminder is sent after 24 hours, and the second reminder is sent after 72 hours if the request is still pending. Any request that remains pending after seven days is automatically canceled.

Who receives reminders for each method?

The recipient depends on how the request was initiated:

  • Manual platform update: The human who initiated the update receives the reminders.

  • Bulk import: The human who initiated the import receives the reminders.

  • Inbound SCIM PATCH or PUT: All root-organization Site Administrators receive the reminders.

What information is included in a reminder?

For up to 10 pending requests, the email includes the user's name and a link to the user's details. For more than 10 requests, the email includes an Excel attachment with the user's name, requested date, and a User Details link. Each attachment contains up to 5,000 rows; larger sets are split across multiple attachments.

Does the reminder include a deadline?

Yes. The due date in the reminder is the seventh day after the email update request was created.

What should I do if I receive a legacy cleanup reminder?

Review the listed requests, follow the links to the users' details, and resolve any requests that should not be removed before the deadline shown in the email. The one-time stale-request escalation is sent to all root-organization Site Administrators, regardless of how the request was initiated.

What happens if I do not act on a request?

The request is automatically canceled after seven days. The reminder flow does not continue to evaluate requests after that point.