Evernote Teams Account Separation Issues

[Brandon Krieger 4]

Has anyone been going through the Evernote Teams Account Separation process? https://help.evernote.com/hc/en-us/articles/19211499845523

It appears for me 

1. I already had my accounts separated by different email addresses and passwords. Evernote team appears to have created new ones that one of them is not working for me to get access to the "Evernote Individual Account"

2. When I log into the "Evernote Teams Account" which my understand that is the Business Evernote account. I am now missing stacks, notebooks and notes I have collected for my business over almost 10 plus years. 

3. I just found out they added two invalid, insecure email accounts that do not have MFA back into my Business Evernote "Evernote Teams Account" which I removed because they were not secure. I have MFA on my current account which appears they removed.

 

If anyone knows how I can get a hold of support as soon as possible please let me know because I was using Evernote for my business and they have create several issues for me that I need to get fixed. 

Has anyone else run into issues with the account separation?

[PinkElephant 8,241]

https://help.evernote.com/hc/en-us/requests/new
 

The separation should have been done since 2017. Choose „Account“ as ticket type.

[Brandon Krieger 4]

I was hoping to be able to speak to someone but I had to log a ticket. Which in the past they have not be responsive. 

[Brandon Krieger 4]

4 minutes ago, PinkElephant said:

https://help.evernote.com/hc/en-us/requests/new
 

The separation should have been done since 2017. Choose „Account“ as ticket type.

Hi PinkElephant. 

That is correct, It appears you missed my first point saying that I already separated my accounts. I read logged a ticket choosing Account...etc, requesting a call back as soon as possible. 

 

 

[PinkElephant 8,241]

They won’t call (at least that’s what support usually avoids). They send you an email, to the mail account connected to your EN account.

Check it, check the spam folder as well.

[Brandon Krieger 4]

Which is why their support is getting worse especially for business users who pay more to use Evernote. They should have the ability to either chat or speak to someone. Evernote makes enough money from us. 

No email, nothing in spam. I keep checking. My fear is that they are using an invalid email address to contact me now since they changed my email address to an account I deleted years ago. 

 

 

[PinkElephant 8,241]

Support will only use the data that was entered by the user himself. So if it was the wrong address, they didn’t invent it …

You can try this to get an independent access to support. You will need to prove you are the rightful owner of the account:

https://help.evernote.com/hc/en-us/requests/new?ticket_form_id=254668&guest=true&guest=true

[Brandon Krieger 4]

PinkElephant, 

Did you happen to read point #3 above -  I just found out they added two invalid, insecure email accounts that do not have MFA back into my Business Evernote "Evernote Teams Account" which I removed because they were not secure. I have MFA on my current account which appears they removed.

It appears you missed that I removed those accounts years ago because they were not secure meaning they were free email accounts that had low level of security phishing/spam protection...etc. I use my business email account that I have security controls in place to reduce these types of attacks. 

To be clear I never said they made these accounts up and I took screenshots of the accounts that should be there because I can log in to the business account on my local Evernote app for both accounts. I disabled the sync so that Evernote can not cause any more issues to my data/account. 

So at least I have a valid local copy for each. 

 

[PinkElephant 8,241]

Good luck with support at getting your content sorted out.

Just FYI: I’m another user, not staff, and I can only guide you that far. The rest of the way you need to walk together with support.

[Brandon Krieger 4]

I know you are and this is an Evernote technical issue that they need to resolve. I logged the ticket over an hour ago and we will see if and when the respond. 

[Brandon Krieger 4]

Here is the challenge with Evernote support. I logged the ticket and before they even contacted me the closed it. No email, no phone call, no voice message. 

 

 

 

 

[gazumped 11,737]

Hi.  I don't think you're going to get a callback,  but if you had quoted this thread URL or your current contact email,  you would have given them a chance to get back to you.  Good luck in sorting this out anyway!

[Brandon Krieger 4]

I have given them time in the past and I have not heard back from them. 

[Brandon Krieger 4]

I know they wouldn't it was worth a try. 

Update: 

1. Found out for some reason I now have two business accounts. One with wrong users in it which is supposed to be the new one and my old account with the correct user

2. The email address which is my new username for my personal account does not work to log me in. I try to use the email address they recommend which takes me to my old business account. Then when I show support I am not able to login to the new personal account they setup but still able to login to my old personal account. 

3. Which from my understanding the old Business account and old Personal account not be working this way. 

I recorded a video for support so they can see all these issues with the Account Split that they need to resolve. 

 

My concern is now I am going to have sync issues with my Evernote notes, duplicates and potentially lost notes. I have stopped using Evernote and went to OneNote until this is resolved. 

 

[gazumped 11,737]

Hope it all gets resolved soon.  At least you seem to be having some sort of dialogue with Support.

[Brandon Krieger 4]

If you want to look at the positive side. For me this shows how Evernote is changing and not doing their due diligence prior to making changes to clients accounts. 

[gazumped 11,737]

1 hour ago, Brandon Krieger said:

If you want to look at the positive side. For me this shows how Evernote is changing and not doing their due diligence prior to making changes to clients accounts. 

We may have to disagree on that one - admin of any account is largely in the hands of the account holder;  seems like you may have missed the memo on the Teams account split and 6 years later something was changed that caused your issue.  No company with millions of users can afford to give individual personal service - and you submitted a ticket 24 hours or so ago:  it normally takes a couple of days for a human to get involved...

[Brandon Krieger 4]

It is now day two. I sent the video to them and I have not heard back as of yet. I have sent two messages to see if there is an update but no response. 

Not sure if Daniel the support person is on PTO or they are investigating what I sent. Not sure they were able to view the video...etc. 

I will keep updating this post. 

 

Hopefully this gets resolved by end of day today because I am not using Evernote because of this issue and starting to look into alternative solutions like Notion and OneNote

 

 

[Brandon Krieger 4]

It appears Gazumped, you missed my original post

"1. I already had my accounts separated by different email addresses and passwords. Evernote team appears to have created new ones that one of them is not working for me to get access to the "Evernote Individual Account"

 

As I mentioned I did that years ago and have been using each account separately with different email addresses, usernames as well separate MFA's for years. I even showed it in the video because now for some reason I have: 

Two completely separate business accounts with two separate email addresses 

1. the new email address they provided. Which takes me to the account that is not set up correctly, has the email addresses that I deleted years ago as additional users and appears to have all my data. No MFA setup for any of the accounts. 

2. The older email address that gives me access to my previous business account. With only one users which is the correct one I setup years ago, has MFA and all my data. 

 

Next is, I am now not able to access my personal account with the new e-mail address they provided. I can access my old personal Evernote account using my original email address that was for my personal account. I am just not able to access it through the new email address they provided. 

 

As I mentioned I provided a step by step walk through of all of this in a detailed video I sent to Evernote support, logging into each account one by one, showing the stacks, notebooks and notes for each account. Then going to the admin console for each account showing the account type, users, email addresses...etc. 


I was corresponding with Daniel and he was helpful, I am just trying to follow-up now to get an update which it has been a day. Even for them to say we received your video and reviewing it. Please give us one day, two days...etc to investigate. 

 

 

 

[AlbertR 562]

OK, seems to be an internal problem on EN site. What do you want to achieve with your posts here?

I had a similar problem with the assignment of my Teams (formerly Business) and Professional  accounts to the corresponding forum accounts. EN's internal account managment seems to be not the same for notes databases and forum logins.

But it was always possible to access the notes. Support took some time to re-enable a forum login with my Business account. So trust in Support - they will fix your problem for sure (and they are the only ones to do it 😉) 

 

[Brandon Krieger 4]

I was hoping Evernotes internal team would see this and speak to the Evernote Support team to have them provide support. 

[agsteele 2,964]

I think you being too optimistic.

[gazumped 11,737]

It could be they are looking into the whole Teams split account thing and trying to sort out an issue they inherited from the 'old' Evernote team but didn't know about until you raised your query.  Support seem like good people - they will get to you as soon as they can.

[AlbertR 562]

16 hours ago, Brandon Krieger said:

I was hoping Evernotes internal team would see this and speak to the Evernote Support team

Huh, this will not happen (I think and I would not suggest to the teams). But forum post might help sometimes to collect further effects and ideas from other users in parallel or before you contact Support. I made good experiences to point to forum threads when discussion with Support. They do not scan forums but read it if you refer to.

[Brandon Krieger 4]

It appears Gazumped that the support person is now having a hard time understanding what the issue is. They are asking me to login to the new personal account even though I showed them in a step by step video that the Evernote System will not let me have access. 

Do you guys know how I could escalate this to a senior support person because now it has been 4 days that I have not been able to use Evernote. 

[Brandon Krieger 4]

AlbertR, are you saying Evernote does not have any moderators for the forum?

[gazumped 11,737]

31 minutes ago, Brandon Krieger said:

Do you guys know how I could escalate this to a senior support person

Yes - do what the nice support person tells you and report back in writing,  rather than by video.  As soon as you get through the basic steps,  the next level support will get involved.

30 minutes ago, Brandon Krieger said:

AlbertR, are you saying Evernote does not have any moderators for the forum?

No - @AlbertR is saying the support team don't read posts in the forums unless you give them the URL.  I'm a moderator here,  as are several other users - we keep things (mostly) under control and zap spammers from time to time.

[Brandon Krieger 4]

 Hi tried what you were saying Gazumped we are now on our 14th message where the support person keeps asking me to clarify which account am I referring to. I have provided what I sent to him below and I changed the email addresses for privacy so to not publish them here. I did send the support person the correct email addresses that are associated to each account. 

 

Here is what I sent them:

1. I originally had two Evernote accounts:


      a. One Business Account with the username/email address originalbusinessemailaddress@domain.com with MFA setup


      b. Second Personal Account with the username/email address of originalpersonalemailaddress@domain.com with MFA setup

 

2. With the new change of the splitting the the accounts which were already split. I now have what appears to be 4 accounts
       a. Old Business Account - username/email address originalbusinessemailaddress@domain.com with MFA setup


       b. New Business Evernote Teams Account - username/email address newbusinessemailaddress@domain.com with no MFA setup and all the issues


       c. Old Personal Account with the username/email address of originalpersonalemailaddress@domain.com with MFA I can access


       d. New Evernote Individual Account "Personal Account" - username/email address newpersonalemailaddress@domain.com does not work and I am not able to login

 

Outcome: We need the business account to have:

a. All the correct stacks, notebooks and notes in it

b. I need the users admin account to be originalbusinessemailaddress@domain.com

c. I need it to have MFA enabled.

d. I need to know which is the correct business account we need to configure and use

 

Outcome: We need the Personal Account to have:
a. originalpersonalemailaddress@domain.com to be the correct user and username for my personal account.

b. Make sure the correct stacks, notebooks and notes are associated to my personal account.

 

I provided screenshot as well. 

 

The responses from the support person has been them trying to figure out which account I am referring to and have I reset the passwords to be able to login. Which I have told them I have reset all the passwords showing the screenshots I was able to login to all accounts except for the new personal one. 

 

Because it was more back and forth I decided since we are not able to get on to a call which would be a lot easier. I would do a step by step video. 

 

That is why I went from simple text and screenshots to providing a video. 

 

 

 

[agsteele 2,964]

@Brandon Krieger As you have realised by now, the attempts to help you are all from well intended fellow users of Evernote. We really want to assist but we are also beyond our abilities to intervene in the account issues.

I appreciate your efforts to explain but there are many things that remain unclear to me because I'm not party to how you work and how these various new accounts were created. I could guess and suggest approaches to resolving things but they really would be slightly-informed guesses.

The truth is that there is nobody here in the forums regularly that has the power or influence to assist you.  If you search around you will find an Email address for @Federico Simionato. He is the product lead for Evernote. You may be able to contact him directly and then unlock access to someone who can assist.

Otherwise, you really need to persist with the support guys.

[Brandon Krieger 4]

The new accounts that were created are a Evernote initiative that appears they are doing. As I mentioned before I split my accounts years ago using a separate email/username and password for each. 

This initiative should have been a simple migration but it appears their system had issues. 

On the technical side there is really nothing you or I can do because this is on Evernotes back end. 

[Brandon Krieger 4]

Also I forgot to add, in July I was getting prepared to not use my personal account at all moving forward. So I transferred all my notebooks and notes to my business account then and wasn't really using my personal account. 

I mention that because hopefully this will make it easier for the Evernote support people to troubleshoot because there is not much in my personal account. 

[PinkElephant 8,241]

Actually it should not be possible to move any notebooks from the Personal account to the Teams account. They are 2 completely separate entities - at least under the new Teams account model.

The only way would be by exporting to ENEX, and importing them to the Teams account (or maybe through sharing).

To me it looks that this account is still running under the old Business double account model.

But I might be wrong … 

[Brandon Krieger 4]

Hi PinkElephant, 

It appears you weren't aware of this 

 

Hi there,
 
Thank you for getting back to us.
 
I understand that you would like to transfer / export multiple notebooks at once.
 
You could use the option from your Evernote Teams account settings where you can copy or move multiple notebooks from your other personal account. You can only do this from the Evernote web version using a desktop web browser.
 
To copy or move your notebooks, follow these steps:
 

1. Go to the account settings for your Teams account.
2. Click the green Copy Notebooks or Move Notebooks button.
3. Enter the login information for your individual account.
4. Select the notebooks to be moved from your individual account to your team account.

 
You could also see these steps from this article under "move entire notebooks" section -  Move notes from an individual account to a Teams account
 
I hope this helps. Please let me know how it goes.

[PinkElephant 8,241]

Teams account very Special service.

Nice …

[Brandon Krieger 4]

The Saga continues. 

As we know the account split was taking place on August 25th, 2023. If I wanted to be proactive I could create a separate username and password for each account prior to the split. I was told if that was done they would not have to create new accounts they could just use those ones. 

That was done years ago... with separate MFA setup on each account. 

Now because I had a gut feeling that Evernote potentially would cause issues I moved all my stacks, notebooks and notes on August 13th from my personal account all to my business account. Configured it and made sure everything was setup. 

 

With all that proactive action done Evernote still created a new personal account and a new business account. The data was not transferred over for either of them correctly and the business account they used 3 deleted user accounts that were deleted 5 plus years ago because they were not secure ie @hotmail.com was one of them that I was using as test account for chat and sharing when I first got Evernote I setup that account ran the tests and deleted the account from Evernote. I also cancelled the @hotmail.com account so that no one could get access to it after the test. 

 

I am sharing this story and my experience here because I am hoping if anyone else is going through this will know what I am doing to try to resolve this. As well the issues I am running into. 

 

Update on Supports request:

Now they are asking me to export all my data to an .ENEX file for each account and then import it to the new accounts. I will have re setup all my stacks and move a lot of my notebooks around to re-organize my Business account which will take hours of my time to do. Which is so frustrating, they should have the scripts to do this in the back end.

Then they have not said this but I will have to re setup the business username and passwords with the correct email address, while deleting the old accounts they added. 

 

I am very disappointed in Evernote and how they are handling this. I feel they should take responsibility that this accounts split project they tried to do ran into issues and their team should be fixing it the back end versus asking me to fix what they broke. 

 

 

 

[agsteele 2,964]

If you decide to go down the export to ENEX route then you may find the evernote-backup project on Github or the Backupery software helpful.

I use the Github project successfully but it requires some setting up.  It is free to use. Download https://github.com/vzhd1701/evernote-backup/releases/latest

The setup instructions are under Usage on this page: https://github.com/vzhd1701/evernote-backup/#Usage

Backupery is a paid for service that I think is potentially easier to set up. There is a free trial but I don't know if there are limitations on this. https://www.backupery.com/products/backupery-for-evernote/

[Brandon Krieger 4]

Thanks Agsteele, 

It appears I might not be able to use Backupery because I do not have a Windows system. I'm on a Mac and Apple systems.

Does the Github project maintain the stacks? or is it just backup up the notes and notebooks?

[PinkElephant 8,241]

Stacks are „nothing“, they are no entity in their own right. They are just a field in the metadata of the notebooks.

The GitHub project creates one ENEX file per notebook. You need to group them into stacks after you imported them, one ENEX-file (notebook) after the other.

[Brandon Krieger 4]

So I do not know what the Evernote Team is doing.... In the new Evernote Business Account they deleted 5,232 of my notes. I watched the system do it and recorded it on video. I also only have 67 of my 598 notebooks. 

And Support has not informed me what they are doing in over 4 days now. At least a progress/status update saying. Give us a few days we are going to do....etc. 

 

 

[Brandon Krieger 4]

2 minutes ago, PinkElephant said:

Stacks are „nothing“, they are no entity in their own right. They are just a field in the metadata of the notebooks.

The GitHub project creates one ENEX file per notebook. You need to group them into stacks after you imported them, one ENEX-file (notebook) after the other.

You said just notebooks, what about the notes in the notebooks?

[Brandon Krieger 4]

How do I disable the sync of my local Evernote to Evernotes cloud system? With what is going on I want to make sure I retain my notes and notebooks. I am concerned they will delete my current data. 

I am not able to just disconnect the Wifi/Internet due to Evernote are on my devices that I use. 

I will look into the Github project because the Evernote native Export to ENEX appears I have to create the 598 notebooks and can only expert 100 notes at a time. Which would be a nightmare to export than import them back in. I feel this would take me weeks to do. 

 

This so disappointing and I am debating if this is not resolved by the Evernote team this week, if I should be looking at another solution like OneNote or Notion

 

[PinkElephant 8,241]

You can export every single notebook, independently of its size.

The GitHub project makes it easier, because it will export all data to a Python database, and create the ENEX files per notebook from there. It builds a complete mirror of the server database, for all available data.

[Brandon Krieger 4]

On 9/16/2023 at 7:26 AM, agsteele said:

If you decide to go down the export to ENEX route then you may find the evernote-backup project on Github or the Backupery software helpful.

I use the Github project successfully but it requires some setting up.  It is free to use. Download https://github.com/vzhd1701/evernote-backup/releases/tag/1.9.2
The setup instructions are under Usage on this page: https://github.com/vzhd1701/evernote-backup

Backupery is a paid for service that I think is potentially easier to set up. There is a free trial but I don't know if there are limitations on this. https://www.backupery.com/products/backupery-for-evernote/

 

Agsteele,  now to be clear, I'm not a coder or scripting person. So I will be asking some questions here that might sound pretty basic, please bare with me. 

I am not sure if I installed evernote-backup on my Macbook. I ran the install for 

bin_evernote_backup_1.9.2_macos_x64.zip

The terminal came up and it appeared to have run. I also installed "Homebrew" because it appeared the commands recommended using this. 

 

1. How do I confirm that Evernote-backup is installed 

2. I have confirmed Homebrew is installed by following these instructions below. But when I run the first Evernote-backup command 

$ brew install evernote-backup

I get this error "zsh: command not found: $"

Can you please help me get setup properly so I can run the backup?

 

 

 

 

 

 

 

[PinkElephant 8,241]

Skip the $ - it is a leading character, not part of the command.

You use the Mac‘s own Terminal app to run the commands ? To install something you usually need to be logged in with an admin account. Trying to install from a normal user account will fail - but you can log in in the terminal itself into the admin role.

Basically you run Linux commands on the Mac (MacOS is Unix-oid and close to Linux), so some basic knowledge of Linux is helpful.

[Brandon Krieger 4]

I just went through these steps which did not appear to fix the  "zsh: command not found: $" error

 

https://www.makeuseof.com/zsh-command-not-found-brew-fix/

[PinkElephant 8,241]

Sorry I‘m out of this. I installed just fine, so did not jump into the rabbits cave head first.

Maybe your problem is that you don‘t use an admin account, as required.

[Brandon Krieger 4]

I am getting close, it appears it will not install on an Intel Processor in ARM default. Not sure what that is

 

<Username>@<computername> ~ %  brew install evernote-backup 

Error: /opt/homebrew is not writable. You should change the

ownership and permissions of /opt/homebrew back to your

user account:

  sudo chown -R $(whoami) /opt/homebrew

==> Downloading https://formulae.brew.sh/api/formula.jws.json

###################################################################### 100.0%

==> Downloading https://formulae.brew.sh/api/cask.jws.json

###################################################################### 100.0%

Error: Cannot install on Intel processor in ARM default prefix (/opt/homebrew)!

<Username>@<computername> ~ %  sudo chown -R $(whoami) /opt/homebrew

Password:

<Username>@<computername> ~ %  brew install evernote-backup         

Running `brew update --auto-update`...

Error: Cannot install on Intel processor in ARM default prefix (/opt/homebrew)!

<Username>@<computername> ~ % 

[Brandon Krieger 4]

2 minutes ago, PinkElephant said:

Sorry I‘m out of this. I installed just fine, so did not jump into the rabbits cave head first.

Maybe your problem is that you don‘t use an admin account, as required.

I am the admin and only have one account on this system. 

[PinkElephant 8,241]

It seems you try to install the wrong binary.

You likely picked the binary for ARM (Apple Silicon) Macs.

There should be one for x86-Macs as well.

[Brandon Krieger 4]

Yeah this does not appear to be as easy as an install because it appears now I might need to install something else

 

https://stackoverflow.com/questions/64963370/error-cannot-install-in-homebrew-on-arm-processor-in-intel-default-prefix-usr

 

Which I ran a test and "Installing Rosetta 2 on this system is not supported." 

I think I am going to back up of this way of backup up Evernote because it appears not to be working 

[Brandon Krieger 4]

Just now, PinkElephant said:

It seems you try to install the wrong binary.

You likely picked the binary for ARM (Apple Silicon) Macs.

There should be one for x86-Macs as well.

What do you mean the wrong Binary?  There was only one install for MacOS - bin_evernote_backup_1.9.2_macos_x64.zip

 

 

[PinkElephant 8,241]

That looks OK to me.

[Brandon Krieger 4]

Just now, PinkElephant said:

That looks OK to me.

That's the one I installed, so I am not sure what is going on. As you can see I am working through the errors, it just keeps seeming like more are coming up as I go through this. 

[PinkElephant 8,241]

Rosetta 2 is the program that converts x86 code into Apple Silicon code (ARM). You don‘t need it when you run x86 code on a x86 (Intel) Mac. There the code will execute natively. Furthermore Rosetta 2 itself is ARM code that will not execute on an x86 CPU.

[agsteele 2,964]

I see you asked me some questions but, thankfully, @PinkElephant has responded. I can help with Windows but have no knowledge of these Mac world.

[Brandon Krieger 4]

7 minutes ago, PinkElephant said:

Rosetta 2 is the program that converts x86 code into Apple Silicon code (ARM). You don‘t need it when you run x86 code on a x86 (Intel) Mac. There the code will execute natively. Furthermore Rosetta 2 itself is ARM code that will not execute on an x86 CPU.

I will take your word for it. I am not sure why I am getting the error 


Do you know if there is a consultant that I can pay to help me with this because I need to back up my Notebooks and notes to ENEX files as soon as possible. While I look at other options like OneNote and Notion

[AlbertR 562]

17 minutes ago, Brandon Krieger said:

I need to back up my Notebooks and notes to ENEX files as soon as possible

Sorry, seems I lost your real need over the time of reading this thread... ☹

If there are problems to access (payed) accounts, EN support is in obligation to solve them.

If you have any access to your notes, it might take less time to export each notebook or stack one by one interactively than trying to install a tool to achieve this as a one-step task.

And keep in mind: If you export notes in any format (even ENEX) you will loose internal links between notes because GUIDs of notes are not saved.

[Brandon Krieger 4]

1 hour ago, Brandon Krieger said:

How do I disable the sync of my local Evernote to Evernotes cloud system? With what is going on I want to make sure I retain my notes and notebooks. I am concerned they will delete my current data. 

I am not able to just disconnect the Wifi/Internet due to Evernote are on my devices that I use. 

I will look into the Github project because the Evernote native Export to ENEX appears I have to create the 598 notebooks and can only expert 100 notes at a time. Which would be a nightmare to export than import them back in. I feel this would take me weeks to do. 

 

This so disappointing and I am debating if this is not resolved by the Evernote team this week, if I should be looking at another solution like OneNote or Notion

 

 

Hi AlbertR, 

This might answer your question and why I am now rushing to backup my local version so that the Evernote team does not make a mistake and delete my local copies from my older account because at this point I do not trust what they are doing to resolve this. 

1. Due to the lack of communication and direction/transparency

2. My accounts were already split years before  August 25th, 2023 and they still created two new accounts. 

3. As you can see above in the new account they are deleting my notes that were there without telling me what they are doing. Which concerns me. 

I have seen people/support people delete data as well as backups bi-accident which can not be recovered. That is why I want to make sure I have a copy for myself just incase that happens. I hope it does not, but if I do not do my due diligence I would be the one to blame if I can't recover. 

 

 

 

 

[Brandon Krieger 4]

Update, 

I finally got a hold of a manager and they read through all my messages to support. They informed me they are going to delete all the new accounts and just keep the ones I originally had because they were already separated. 

I just now need to test this has been completed.