Unable to Contact Support for Workspace Owner Account Recovery (Lost Email & 2FA)

[jnnlcnjs]

Hi everyone,

We're trying to recover access to our Atlassian Workspace Owner account, but we're unable to proceed with the support process.

The Workspace Owner no longer has access to the email address associated with the account, and the configured two-factor authentication (2FA) method is also unavailable.

When attempting to submit a support request, the form asks for an Atlassian Organization site. However, we only have an Atlassian Workspace and do not have an Atlassian Organization (or are unaware of one). Because of this requirement, we're unable to complete the support request form and contact support.

Additional information:

The workspace is still active and the subscription is still being paid.
We can provide billing records, invoices, payment information, and other proof of ownership if required.
We do not have access to the Workspace Owner account.
We do not know the Atlassian site URL associated with the workspace.
At the moment, we are looking for a way to contact Atlassian Support or verify ownership without requiring an Organization site.

Has anyone experienced a similar situation or know the correct process for recovering access in this case?

Any guidance would be greatly appreciated.

Thank you.

[David Warner]

nice

[Arkadiusz Wroblewski]

Hello and welcome to Atlassian Community @jnnlcnjs 

Atlassian can verify privately what recovery options exist.

If the normal Bitbucket support form blocks you because you cannot identify the related Atlassian organization/site, use Atlassian’s Pricing, Billing & Licensing contact page (At the best use Incognito Window and if you need "No Login Option" 

https://www.atlassian.com/company/contact/purchasing-licensing

In the request, explain that this is a paid Bitbucket workspace, the workspace owner account is no longer accessible, and you need the case routed for workspace/account ownership recovery.

[jnnlcnjs]

Hi! Thanks for your reply! Will try this recommendation!