cannot change users' email addresses themselves, Even administrators.

[Kota_Yokoyama]

Hi, Atlassian team

I'm admin of "https://collaborativeventures.atlassian.net/ " ,

A member of this organization is trying to change their email address, but is unable to do so.

A message appears stating that an administrator must do so.

However, even I, the administrator, cannot see the change menu.
What should I do?

[Anthony Morais]

Hi @Kota_Yokoyama 

Changing an Atlassian account’s email address is now managed directly by Atlassian Account settings, not by site or organization administrators. Even if you’re a Jira or Confluence admin, you can’t change another user’s email address from the admin panel.

Here’s what you can do:

The user who wants to change their email must go to: https://id.atlassian.com/manage-profile/email

From there, they can update their email address Atlassian will send a verification link to the new email.

Once verified, the new address becomes active automatically.

If the email domain is managed by your organization (for example, via Atlassian Access), then only your identity provider (such as Google Workspace, Okta, Azure AD, etc.) can update the user’s email. In that case, the change must be made on the IdP side.

You can find the full official guidance here: Change Atlassian account email addresses 

Hope that helps!

[Kota_Yokoyama]

Ok thank you

Let me check it

[Kota_Yokoyama]

Excuse me, but have you changed any settings?

Regarding changing a user's email address
As of November 10, 2025,
there was a "Suggest a Change" menu option, as shown in the attachment.

However, as of November 11, 2025, that menu option has disappeared.

Could you please bring back the "Suggest a Change" menu option?

Also, since the user themselves cannot change their email address, there is currently no way to change it.

[ヴァリエンテ フロリアン_Florian Valiente_]

@Kota_Yokoyama さん

I think in this case, the user is a managed account in the Atlassian tenant of Rakuten (based on email). If the rakuten tenant is getting their data from their IdP, then the name is being pulled from the rakuten IdP source

* What are managed accounts -> https://support.atlassian.com/user-management/docs/what-are-managed-accounts/
* Making changes to managed accounts https://support.atlassian.com/user-management/docs/make-changes-to-a-managed-user-account/

Also, this is a public forum so please take note of any screenshots you post with user information!

[Kota_Yokoyama]

Hi,

We probably need to take the following steps:
Under the Update email address section

Go to Atlassian Administration. Select your organization if you have more than one.
Select Directory > Managed accounts.

But, I do not want to go ahead with this application.

Rakuten domains are managed by our head office, so the application process will take time.

I just want the menu that was visible until last week back, so could you please help me with this?

[ヴァリエンテ フロリアン_Florian Valiente_]

@Kota_Yokoyama 

The suggest changes has been removed.

Please see the following announcment: https://community.atlassian.com/forums/Enterprise-articles/Removal-of-features-to-prompt-password-reset-and-suggest-changes/ba-p/3120193

[ヴァリエンテ フロリアン_Florian Valiente_]

Suggest changes

This feature lets you suggest changes to an external user’s details from their profile. It’s only available in the centralized user management experience.

This feature was introduced to give you a way to suggest changes to an external user’s details since you can’t update the account details for an external user directly. This is because you don’t manage their Atlassian account everywhere.

However, due the unenforceable nature of suggestions and the inability to confirm whether a user has adopted your suggestions, we’ve seen low usage of this feature. For this reason, we decided to remove this feature. We recommend you contact your external users through email or other channels instead when you need to suggest changes to their Atlassian account details.

[ヴァリエンテ フロリアン_Florian Valiente_]

You can reach support here: https://support.atlassian.com/