Lost access to workspace after re-creating jira account

[Andrei Cristian]

Hi!

I used to have a jira account some time ago, but stopped using it, and it got canceled I think. I also have a bitbucket account that I was previously using. I still have access to that from locally I can clone or push to repositories.

Today I have started a new account with the same email address, and now when I go to bitbucket I cannot see my workspace and all the repositories anymore. What can I do to get them back?

[Theodora Boudale]

Hi Andrei,

Just to give you some context, authentication to https://bitbucket.org/ from browser is done with an Atlassian account (https://id.atlassian.com/). A Bitbucket account may have additional email addresses added as email aliases in https://bitbucket.org/account/settings/email/, but these are only used for tracking commits that are created with different email addresses you own. Email aliases cannot be used for logging in.

Based on the email you received, this email address used to be an email alias to the account you were using, then a new Bitbucket account was created with the alias and as a result that alias was removed from the first account. That first account has a different primary email address, and you'll need to log in with that to access the account.

If you don't remember the primary email of the Bitbucket account you want to access, and you have an app password for the account with Account - Read permissions, you can use the following API endpoint to get email addresses associated with this user:

• https://developer.atlassian.com/cloud/bitbucket/rest/api-group-users/#api-user-emails-get

curl -u bitbucket_username:app_password -X GET -H "Content-Type: application/json" https://api.bitbucket.org/2.0/user/emails

If there are email aliases in the account they will be returned as well, but the field is_primary will indicate the primary email of the account that you need to log in with. Please note that the API call requires an app password for authentication and not your account's password, as we have deprecated the use of account passwords for API.

If you don't have an app password for the account, my suggestion would be to try logging in to https://bitbucket.org/ with any other email addresses that you own, and see if one of them logs you in to the correct account. If you get asked to create a Bitbucket username after you log in with a certain email address, this means that there is no Bitbucket Cloud account with that email as primary, so you can skip the email from the process.

Just a heads up, I removed the email address and workspace ID from your posts to protect your privacy.

Kind regards,
Theodora

[Andrei Cristian]

Hi Theodora! Thanks for your response.

I'm afraid what has happened here is that the access was somehow removed when creating a new jira account on the same user.

There are no other email addresses that I used and nobody else had access to that account. Then the question is who from jira/bitbucket side can actually take a look at what happened to that workspace and why have I lost access? (While, at the same time, that account must still exist, as I can still push to that repo using the ssh key)

So there is no other email, I'm 100% sure this is the email that was used before and also logged in using google login before too.

Any idea who can take a look at that workspace and link back the account to my email?

[Theodora Boudale]

Hi Andrei,

You shared the workspace id in one of your previous answers and I did check the account associated with this workspace in our system. This account has a different primary email address than the one of your community account that you used to to post this question in community.

The Bitbucket account with the same email address as your community account was created the same day that you made this post. The email you received from Atlassian also indicates that this email used to be an email alias to a different account, and it was removed from the aliases once you created the new account.

No access was removed here, it was only the email alias of the old account that was removed from it when you created a new account. Primary email addresses cannot be removed from an account and it is not possible to have two Bitbucket accounts with the same primary email address. The reason that you don't have access is because you are not logging in with the account's primary email.

About linking this email back to your account, there is a way to do that, but you'd need to access the old account. The steps would be the following:

1. If you give me permission, I can delete the new Bitbucket account that was created (accidentally I assume), without deleting the linked Atlassian account (this way you won't lose access to Jira). Before I do that, I'd need you to delete the empty Bitbucket workspace you created with this new account.
   
   
2. Once that is completed, you'd need to access the old Bitbucket account, add your email address (the one of your community account) as an Email alias here https://bitbucket.org/account/settings/email/, and confirm it.
   
   
3. Then, I could switch the primary email address of the old account to be the one of the email alias. So, the alias will become the primary, and the one that is now primary will become an alias.

Kind regards,
Theodora

[Andrei Cristian]

also I've noticed this email, which might be related

Important information from Bitbucket

One of the confirmed email addresses (<redacted>) associated with <redacted> was removed because someone else verified ownership of the address on a different account. If you did not make this change, please email support@bitbucket.org.

Thanks,

The Bitbucket Team

[Andrei Cristian]

to give some more info, the workspace was at bitbucket.org/<redacted> and my email address is <redacted>

I have used gmail login before, and also this time the same.

It looks like somehow a new account was created with the same email or something, although at the same time the old account must still exists, because my ssh key is still there, as I can access the repositories.

I guess an admin from bitbucket/jira that has access to the account can check and help?