Not receiving password recovery email after switch to new org

[Daniel LaVergne]

This morning, my company switched our email to a new company email. In Jira, I updated my email for our company's Jira. I am part of another company's Jira also and have access to their boards. I was supposed to go into their board and switch my email to the new email. Instead, I clicked log out. I am no longer able to sign back in under my old email and password. I am confident I'm using the correct password. When I go to get a recovery email, I never receive the email. When I try to log in with my new email, I am prompted to request access. I went through the process and it treats the new email as a new userobject. I had them erase the new user. The admin of their Jira suggested the email change, and it was supposed to send me an email to approve, but I didn't receive that one either. Wondering if there's a way to change my old email to my new one and get access to the external boards again. 

I've gone through the recommended steps. I don't think the emails are being blocked because other emails from Atlassian are coming through. Any help is much appreciated.

[Andy Heinzer · Accepted solution]

Hi @Daniel LaVergne 

If I understand correctly, you changed your email address within https://id.atlassian.com/manage-profile/email

Is that correct?  This is where I would expect a user to be able to change the email address of their account for Atlassian Cloud sites.  If you did this here, then that same account should still have the ability to use the same resources as before. 

However from looking at your existing account that I can see, it appears it was created on July 5th.  In turn I'm not sure that the account change you believe to have happened, as actually happened here.

Could you let me know the old email address that was in use before you switched email addresses?  I can remove it from this forum after the fact.

As it stands currently, your existing email address is not seeing any bounced messages from our Cloud services.  It's possible your old address is bouncing our attempts to send to it, but until I know that address I can't confirm if that is the case here.

Thanks

Andy

[Daniel LaVergne]

Hi Andy, thanks for getting back to me. The old email is [redacted]

[Andy Heinzer]

I found this bounce on that address:

550 5.4.1 Recipient address rejected: Access denied. AS(201806281) [HE1EUR04FT011.eop-eur04.prod.protection.outlook.com 2023-07-04T00:40:38.310Z 08DB7435C14BC075]

With this specific error, there is a configuration within outlook you can add to prevent this problem.  Please see our guide over in https://community.atlassian.com/t5/Jira-articles/Unblocking-Office365-emails-for-Atlassian-Cloud/ba-p/1870108 It explains there are some settings you can change to help your inbox accept these messages in the future.

I have removed the suppression on that account.  Try sending the invite or reset to that account now.  It should go through.

Andy

[Kishan Sharma]

Hi @Daniel LaVergne 

Welcome to the Atlassian Community! Since you are already on Standard Plan, please have your site admin raise a ticket below with Atlassian Support for assistance, who can have a look at the email addresses and see if there is a suppression entry against that account.

Contact Atlassian support

I have also added a tag to your post to alert Atlassian Community Support team.