What should I do if my username in Granite still uses an old email domain and I cannot change my password or log in?

If your email domain has changed, but the email address set for your Granite user account still uses the old domain, the system will not recognize the account correctly. As a result, password resets or login attempts will fail.

Do the following:

1. Contact your organization’s Granite administrator (Admin user).
2. Ask them to update your username to match your current email address.
3. Once you receive confirmation from the administrator that your username’s email address has been updated, you can log in. If your username was your email address, you can now log in using your new email address and your old password.
4. If you no longer remember your password, request a password reset link:

• Clear your browser cache.
• Go to the Granite login page and click the "Have you forgotten your username or password?" button.
• Request a password reset link sent to your new email address.
• Open the password reset email and set a new password.
• Log in using your new password.

If the issue persists after these steps, contact Granite customer support.

Updated on: 16/06/2026