Admin Locked Out: Email Domain Expired & Cannot Receive Verification Code

[developer]

Hi everyone,

I am the Administrator for our Atlassian Cloud site (Jira/Confluence), and I am currently locked out of the admin console.

The Problem:
Our company's email domain has expired and is no longer active. When I try to log in, Atlassian prompts: "We've emailed you a code." Since the domain is dead, I cannot receive this code.

Current Status:

1. No DNS Access: We no longer control the domain, so I cannot set up a mail forwarder or catch-all.
2. Active Session: I still have an active session in Bitbucket, but I cannot navigate to the global Account Settings to change my email without being challenged for the verification code I can't receive.
3. Only Admin: I am the primary administrator and we do not have another active admin who can change my email address from the Admin Hub.

What I need:
I need to know the process for an Admin to verify identity via Billing/Invoices or other means so that Atlassian Support can manually update my account email to a working address (e.g., a Gmail or new domain).

Has anyone successfully navigated this "dead domain" recovery process recently?

[Shalini Pradhan]

Hello @developer ,

Good day! Welcome to Atlassian Community :)

Can you share your cloud site URL please?

[developer]

Hello @Shalini Pradhan ,

Thank you for the warm welcome!

Our cloud site URL is: akariapac.atlassian.net

I have billing documentation ready to prove ownership, including a recent Quote from January 31, 2025, billed to MYREN NETWORK SDN BHD. I also have an active Bitbucket session.

Thank you!

[Shalini Pradhan]

@developer ,

I was trying to create a support request on your behalf, however couldnt locate developer user name. Can you share the user name on behalf of whom I can create a support request?

[Marc -Devoteam-]

Hi @developer 

Welcome to the community.

I have requested assistacne for you, this can take up to 2 work days. Here on the open public forum, we are users of the products like you. Wa can't access or make an changes to instances r billing options.

You will have to request this via Atlassian Support

[developer]

Hi @Marc -Devoteam- Thanks. I manage to submit a ticket via General Inquiries