Recover account access email changed

[Christopher Thoma]

Hi,

The email attached to the administrator account for various Trello boards I set up and manage is no longer accessible and I need to regain access or transfer ownership to my new email.

I'm not sure what the atlassian site name for this account was, but I have an important personal workspace on this account under the old email and I cannot access it anymore. 

Any help appreciated! 

[Samuil Enchev]

Hi @Christopher Thoma

I’m sorry to hear you’re having trouble accessing your Trello boards and personal workspace. I know how important it is to get back into those accounts!

For security reasons, we're unable to change the email address associated with an account on our end. This is a strict policy to ensure your data remains protected.

The best way forward is to contact your former employer or the IT department that managed that email and ask if they can temporarily reactivate it for you. Once the old email address is active again, you can reclaim the account by resetting your password here: https://id.atlassian.com/login/resetpassword

In the meantime, it’s worth checking if you’re still logged into that account on any other devices, like a mobile phone or a tablet. If you are, you can actually share access to those boards with your new email address directly from that device.

I hope this helps you get back into your workspace quickly! Let us know if you have any other questions.

Best,
Samuil

[Christopher Thoma]

Hi Samuil, 

Thank you for your response on this. It was quite an old domain of ours which would be tricky to recover my email access, my IT person advised.

Is there another way to reassign the boards or regain access? I'm not logged in on any other devices.

I am happy to provide any verification needed to make that happen, if it's possible. Otherwise, I will need to return to our IT person and see what he can do.

Thanks

[Philipp Sendek _catworkx_]

Hi @Christopher Thoma and welcome to the Atlassian community!

I have marked this question for review by an Atlassian Support Engineer. They will look into your case within the next 2 business days.

In the meantime: Have you already created a ticket about this issue with the Atlassian support? You can do so here: https://support.atlassian.com/contact/

Greetings
Philipp

[Christopher Thoma]

Hi Philipp, very much appreciate the assistance on this!

I did try to create a ticket under Email / Account Issues but I couldn't locate our original site URL so I opened a ticket instead under the GDPR category. I have since received a response saying to contact the community - which is why I posted here.

Not sure how I can recover the original site name and if that process will assist me even while we have lost access completely to the old email and site domain. 

[Philipp Sendek _catworkx_]

Hi Christopher,

okay, I understand. It's indeed practice that without a paid subscription, you're limited to Community support. Unfortunately, the community isn't able to help here, as we don't have access to your data or the management of Trello sites.

I hope the flagging of this item helps to bring this to attention to a Support Engineer that can look into this.

Can you please ping me again in 2-3 days here if there was no response? I'll then try to escalate this to Atlassian again.

Greetings
Philipp

[Christopher Thoma]

Thanks Philip! I will follow up in a couple days if no response. 

[Anastasiia Dimnych]

Hi @Christopher Thoma,

I’m sorry to hear you’re having trouble getting into your board. Because account access involves verifying your identity and handling sensitive information (like your email or security settings), we cannot troubleshoot this in a public forum. To keep your account secure, we need to move this to a private conversation with our Support team.

Please take these steps to get help:

• Visit our Support portal.

• If you can't log in to the portal, select "Unable to log in" from the options provided.

• Provide the email address associated with the account you're trying to access.

• How can we help you?* -> Your Account
• Choose a topic -> Update account details
• Skip the field Provide the related URL, SEN, EN or invoice number
  
• Describe your request and Submit a request

Our support teams will work with you 1:1 to verify your ownership of the account and restore your access.

Best,

Anastasiia