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Pinnacle Series Technical Configuration

Articles about technical configuration of the Pinnacle Series platform

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Handling Domain Changes for Entra ID SSO Synced Tenants

Eagle Point Software Knowledge Base

Quick Answer

When a tenant's email domain changes (for example, due to an acquisition) on a tenant synced with Entra ID Sync and SSO, the preferred fix is to update the email domain in the synced Entra ID Group so the next sync updates user emails automatically; if Entra ID can't be updated, Eagle Point Support can perform a database-level update, or Entra ID Sync and SSO can be disabled to manage accounts manually.

What This Article Helps With

This article is for Pinnacle Series Administrators whose tenant's email domain has changed and who need to update user email addresses on a tenant synced with AD Sync and SSO.

Option 1: Update the Email Domain in Entra ID (Preferred)

Use this option if your IT team can make the change in Entra ID.

  1. Update the email domain in the Entra ID Group(s) currently configured to sync to Pinnacle Series.
  2. Wait for the next scheduled AD sync, or run a manual sync, to update the member email addresses in Pinnacle Series.
  3. Check your Enterprise Application's Assignment required? setting. If it is set to Yes, update the assigned groups to include the new domain. If it is set to No, any user in the tenant with the new domain already has SSO access.

Confirm the affected users' email addresses in Pinnacle Series now reflect the new domain.

Option 2: Request a Database Update from Support

Use this option if your IT team cannot update Entra ID - for example, if the acquiring company restricts changes - and the old email addresses have been deactivated.

  1. Contact Eagle Point Support with the list of affected users and their new email addresses.
  2. Support will escalate the request to the Platform Development Team to update the email addresses directly in the Pinnacle Series database.

Confirm with Support once the update has been completed.

Option 3: Transition to Manual Account Management

Use this option if you want to stop using Entra ID Sync and SSO for this tenant.

  1. Exclude the affected user accounts or Groups from Entra ID Sync and SSO Authentication within Pinnacle Series, or disable the Entra ID Sync and SSO configurations entirely for the tenant.
  2. Have affected users create a password to log in manually.

Confirm affected users can log in manually using a newly created password.

Helpful Tips

  • If affected users no longer have access to their old email addresses, complete Option 2 (database update) first, so they can receive password reset emails before you proceed with Option 3.

Still Need Help

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