Changing User and Admin Email Domains in PaperCut Hive

Overview

When your organization changes email domains (for example, janeway@old-company.com becomes janeway@new-company.com), PaperCut Hive does not currently support an automated or live update for the renaming of existing accounts to account for a domain change.

A backend token is tied to the original email/domain, so accounts must be re-created.

Instead, you must:

• Create new admin and user accounts on the new domain via invitations.
• Have users uninstall/reinstall their Hive clients/apps and re-link to the new accounts.
• Optionally, remove the old accounts in Hive once you’ve confirmed everything is working.

Note: Existing job and activity history will remain associated with the old email addresses and IDs; it is not migrated or merged into the new accounts.

Step 1 – Update administrator accounts

1. Sign in to the Hive admin portal using an existing admin account on the old domain (for example, janeway@old-company.com).
2. Go to Settings:
   • From the Hive admin landing page, click the down arrow next to your email in the top-right corner.
   • Click Settings.
3. In the Administrators section, click Invite admin.
4. Enter the new-domain admin email (for example, janeway@new-company.com) and send the invite.
5. From the new-domain mailbox, open the invite and complete the sign-up process.
6. Log in and out of Hive a couple of times with the new admin account to confirm full access.

Optionally: Remove old admin account

To remove the old account once the new admin is confirmed working:

1. While logged in as the new admin (for example, janeway@new-company.com), go back to Settings → Administrators.
2. Click the three dots next to the old admin account (for example, janeway@old-company.com) and choose Remove.

Do not attempt to delete an admin account while logged in as that same account.

Step 2 – Create user accounts for the new domain

As a Hive admin on the new domain:

1. Go to the Users section in the Hive admin portal.
2. Invite users at their new email address:
   • Send individual invites, or
   • Use the Multiple emails tab to paste a list of new email addresses, or
   • If you use Azure AD or Google Workspace, configure/import users via the Add-ons page, or
   • Use the Bulk Import CSV

For detailed user management steps, see the Hive user management documentation linked from the admin portal.

Step 3 – User actions on their devices

Each user with a new-domain account should:

1. Open the invite sent to their new email address (for example, picard@new-company.com) and complete the sign-up process and client linking as if they were a new user.
2. On their Windows/macOS computer:
   • Uninstall the existing Hive Edge Node print & user client.
   • Follow the new invite to install and link the client to the new-domain account.
3. If they use the Android/iOS app:
   • Uninstall the existing app.
   • Reinstall it and link it using the QR code or link from the new invite.
4. If they use Chromebooks:
   • Remove the Hive extension from “Force installation” in Google Workspace.
   • Refresh device policies so the extension is removed.
   • Re-add the extension to “Force installation”.
   • Refresh device policies again so the extension is installed.
   • Use the “Get Started” email for the new-domain account to link the extension to Hive.

Step 4 – Testing

Before cleaning up old accounts:

1. Have users with the new email domain, login to HIVE and print/release a job.
2. In the Hive admin portal, confirm that:
   • Jobs appear in the Job Log under the new email addresses.
   • Tracking and behavior look correct.

Step 5 – Clean up old accounts

Once you’ve confirmed everything works with the new domain:

1. In the Hive admin portal, go to Users.
2. For each old-domain user account, click the three dots and choose Remove. There is currently no bulk delete, so this is a manual, per-user action.

Removing old accounts:

• Does not delete or change historical job data.
• Leaves historical jobs and activity logs associated with the old email/ID.