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Change of Customer’s Account Admin Email ID

This document outlines the process for changing the Account Admin Email ID through the Customer/Partner Web Portal or TallyCare, applicable when:

• The current email ID is inactive.

• The email domain has changed.

• The email ID belongs to an ex-employee.

The updated process (effective from 14-07-2025) overrides all previous instructions and remains valid until further notice.

This process applies to all TallyCare Desks and all modes of support.

Request Process for Single Site (Silver User and Gold User)

If Login Credentials Are Operational/Active:

Guide the customer or partner to update the email ID via the Customer Web Portal > Control Centre, which uses an OTP-based process.

Steps:

1. Log in to the Customer Portal.

2. Click Change Account Admin Email ID.

3. Enter old and new email IDs.

4. OTP is sent to the old email ID.

5. Enter the OTP to validate.

6. If OTP is correct: Email ID is updated.

7. If OTP is incorrect or not entered: Change is not processed.

   • Up to 3 OTP attempts allowed.

   • After 3 failures – Option blocked for 60 minutes.

   • Retry possible after 60 minutes.

   • Maximum 10 OTPs can be generated per day.

If Login Credentials Are Not Operational/Inactive

Advise the customer to contact their Last Commercial Partner or Sales Preferred Partner.

Only Certified Partners can update/change the Account Admin Email ID through their portal.

If None of the Above Is Feasible

Proceed with the internal process as detailed below:

Required Documents

1. Request from Registered Email ID (if OTP not received/technical issue):

Send the following to support@tallysolutions.com:

• Base Purchase Invoice
  OR

• Upgrade Invoice (e.g., Silver to Gold or from Pre-Tally.ERP 9 to latest versions)

2. If Registered Email Is Not Operational:

a. For Companies: 

• Submit request on company letterhead (with seal and authorized signature)

• Include:

  • Base Purchase Invoice
    OR

  • Upgrade Invoice

b. For Individuals (who own the license and cannot provide attested letterhead):

• Send request from new email ID to support@tallysolutions.com

• Attach:

  • Base Purchase Invoice
    OR

  • Upgrade Invoice

 All invoices must be attested with seal and signature (digital signatures alone are not accepted).

Validation Process: Scenarios

1. Request from Registered Email ID with Invoice

• Match invoice and email with internal records:

  • Account Admin Email ID

  • Sales Details (billing details of customer and partner)

  • Account Log (check for frequent email ID changes; if any, get P&B consent before escalation)

• Verify authenticity through a one-call resolution.

• Guide customer to update profile via:

  • TallyPrime > F1 > Profile > Edit Profile

2. Request on Company Letterhead with Invoice

• Match letterhead and invoice with internal records:

  • Company Name

  • Sales Details

  • Account Log

• Verify via one-call resolution.

• Guide customer to update profile:

  • TallyPrime > F1 > Profile > Edit Profile

• Proceed with email ID update and add appropriate remarks.

• Respond with Disclaimer (see below).

3. Request on Company Letterhead without Invoice

If invoice not available (old license purchase):

• Ensure request is on attested letterhead

• Match internal records (Account Name, Sales Details, Account Log)

• Ask for declaration including:

  • Reason for missing invoice

  • Contact person details

  • Company/location/license usage details

  • Agreement to disclaimer

• Verify authenticity via one-call resolution.

• Guide customer to update profile.

• Proceed with update, document thoroughly, and reply with disclaimer.

4. Documents Not Available / Complete Mismatch

• Call the registered contact number (if available) for clarification.

• Request updated declaration on letterhead with seal/signature.

• Send an email (looping in known/current email ID) requesting:

  • Contact person’s name and phone/email

  • Reason for missing invoice or mismatch

  • Company name, location, license usage history

  • Agreement to disclaimer

• Forward all details to BM/Sales/Cluster Manager for validation.

• Once confirmed, escalate to P&B Team with full documentation and remarks.

Disclaimer

In case of future disputes regarding Tally Serial Number [Serial Number], Tally reserves the right to reopen the case, revalidate details, and take necessary actions.