Recently, we worked with a customer whose Super Admin retired. Unfortunately, the role wasn't passed on to another user before he left. Super Admin privileges were needed for specific actions, but the team was locked out, without access to the login or any way to reach the former admin.
This led to confusion and delays, especially because changing the Super Admin isn't always straightforward.
Options for Changing the Super Admin
If you find yourself in a similar situation, here are a few ways to resolve it:
1. Contact Zoho Support
You can request Zoho to change the Super Admin to another user. The process requires:
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- Log in with the account you'd like to assign rights to.
- Provide documentation and complete validation steps to prove ownership.
Note: This process can take a few weeks, as Zoho has safeguards in place to prevent unauthorized changes.
2. Reactivate the Old Account (Recommended in Urgent Cases)
If time is critical, work with your IT team to reactivate the old Super Admin's email. Use it to:
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- Log into Zoho.
- Reassign the rights to another user.
- Deactivate both the Zoho user and their email afterward.
This method is faster and is what we recommended to the customer in our case. Here is how to edit your company settings.
How to Prevent Super Admin Issues
You can avoid these headaches entirely by being proactive. Here's what we suggest:
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- Identify your current Super Admin. Know who holds this role in your CRM.
- Plan ahead. If that person plans to leave the company, make the change before his/her last day.
- Assign a backup or temporary Super Admin while you determine a long-term solution.
- Train replacement users early. We can assist with onboarding and admin training if needed.
- If you are using CRM Plus or Zoho One, there is an organization owner above the CRM level, so make sure to change both when the user is changing.
In Case of Unexpected Departures
Sometimes, users leave suddenly without notice. To account for this, make a habit of deactivating Zoho users as soon as they exit the company. This will trigger a review of user roles and alert you if the Super Admin needs to be reassigned. You'll also have time to gather the necessary documentation for Zoho Support.
By staying proactive, you can avoid getting locked out of essential CRM functions—and ensure your business runs smoothly even during staffing transitions. If you need assistance with or want some admin-level training, contact us here.