I did not receive the email offering the update to Sarbacane Suite

Several reasons can explain why you have not received the email offering to update your account to Sarbacane Suite.

You are not the account owner

Even if you have access to a Sarbacane account, it does not necessarily mean you are the owner of the account.

Each Sarbacane account has only one owner. As a reminder, the account owner is the one who owns the email address used to log in. If you are the owner of an account, the update will also be offered to you via a notification when you log into your Sarbacane account.

If you have not received the email to update your account, it may be that you are simply a user or administrator invited to an account. This is probably the case if you are prompted to select the account you want to log into when you enter your Sarbacane credentials.

If you are invited to an account, a notification in the application will offer to email the account owner because they are able to update the Sarbacane account. Indeed, only the owner is authorized to initiate the update.

The email did not reach you

If you are the owner and have not received the email offering to update your account, note that the update will also be offered via a notification in the application.

If you are not the account owner, the notification will simply offer to notify the account owner of the possibility to update the account.

Your account update is not yet possible

To be able to optimally support each of our customers in their transition to Sarbacane Suite, we have decided not to offer all our customers the switch to this new version at the same time. The timing of when you can switch to Sarbacane Suite will be determined by our teams.

If you have not received an email or seen a notification in the application offering to update your account, it is probably because the update is not yet open to your account.