Unable to Access Jira After Company Email Domain Change (Verification Code Sent to Old Email)

[Zeeshan Damani - HoloLogix_AI SE]

Hi everyone,

Our company recently changed its email domain, and my Jira account is still linked to my old email address.

I am unable to log in or update my email because Jira sends the verification code to the old email, which I no longer have access to. As a result, I am locked out of our company Jira instance.

Has anyone faced this before?
What is the correct way to update the email address or verify identity when the old email is no longer accessible?

Any guidance or best practices would be appreciated.

Thanks in advance.

[Jorge Cammarota]

Hello, all good?
You are describing a very typical case of domain change where SSO/accounts are still tied to the old email.
If you are not a site/organization admin, you yourself cannot change the email without having access to the old address.
Practical steps you should follow:
Talk to a site/organization Atlassian admin at your company
Ask them to check in Admin Hub or admin.atlassian.com who the Organization Admins are.
Depending on how the account was created and is being managed:
If the account is managed via Atlassian Organization (verified domain, SCIM/IdP provisioning):
The admin can:
Update directly in the identity provider (Okta, Azure AD, Google Workspace, etc.) your login email to the new domain;
After that, login with the new email starts working.
If even the admin cannot / gets an error because it is a managed email
If the old domain is verified in Atlassian and the account is managed, but:
The old domain no longer exists, or
The old IdP was shut down without proper migration,
then the Organization Admin should:
Open a ticket directly with Atlassian Support (Billing/Technical)
Describe that there was a corporate domain migration and that some users lost access to the old emails;
Request support to:
Migrate the accounts to the new domain; or
Release/manually update emails of the impacted users.
Support URL (for the admin to open the ticket):
Atlassian Support (Cloud):
https://support.atlassian.com/contact