Unable to Merge accounts to my verified domain account

[Bryant Hutson]

Unable to Merge accounts to my verified domain account. I cannot get atlassian support for this. Is becoming very frustrating.

[Marc -Devoteam-]

Hi @Bryant Hutson 

It must be that the domain is also claimed in another instance.

Within this instance the claim is set to automatic.

You will need to contact Atlassian Support

[Trudy Claspill]

True, that is also a possible explanation.

[Trudy Claspill]

Hello @Bryant Hutson 

Welcome to the Atlassian community.

What steps are you executing to try to "merge" accounts? What are the responses you are getting to those steps?

[Bryant Hutson]

I haven't received anything from Atlassian yet. I have verified our domain, but can't claim the other 53 accounts connected to our Org, and our IT team doesn't know who has claimed these.

[Trudy Claspill]

Oh, I see. You are not trying to merge user accounts together. I misunderstood the nature of your issue.

What happens when you try to claim the accounts?

When you say you cannot get Atlassian support, do you mean that you are not able to open a support case? Or do you mean that Atlassian has not responded? Or that they have said they can't help you solve your issue?

[Bryant Hutson]

It says I have no available accounts to claim. I am having a hard time even finding on where to reach out for this issue. There are no support emails on the site.

[Trudy Claspill]

Thank you for that additional information, Bryant.

Have you reviewed the documentation available for the topics of Verifying Domains and Claiming Accounts?

https://support.atlassian.com/user-management/docs/verify-a-domain-to-manage-accounts/

I recommend you start with that, if you have not already done so.

Saying that you have no accounts to claim indicates that there are no Atlassian Cloud accounts set up for emails in your claimed domain.

Will you be provisioning Atlassian Cloud accounts for your users through integration with an Identity Provider managed by your company?

Have you had Atlassian Cloud apps in use at your company for a while, or is this a new implementation?

If new, are you setting this up on your own or are you working with any consultants or Atlassian on the deployment? Have you considered working with consultants on this? (Disclosure: I work for Praecipio, an Atlassian Platinum Solution Partner, and we offer services that include helping companies get their Atlassian Cloud deployment configured.)

If you need to reach out to Atlassian Support directly you can find a link to that under the "Q&A" section at the top of this page.

Or you can use this direct link to their customer portal 

https://support.atlassian.com/contact/#/

Or you can share more information about the steps you try to execute from the document and the results you see, and we can continue to offer you advice here through the user community.