They weren't unable, they were unwilling. They started out as a Rails shop, right? Probably have a very simple email field on their users table, any junior dev

They weren't unable, they were unwilling. They started out as a Rails shop, right? Probably have a very simple email field on their users table, any junior dev could easily change it. Probably any sufficiently privileged support user as well, since clearly they allow users to change their email themselves.