user email account error

I get a system error while trying to change user email. I.E. I have a 'toto' user, with a "toto@sippro.fr'' email address. ALreay have ticket assigned to that user. I want to change to 'toto.vpu.toulouse@tata.fr" new email address and get a systematic system error message (popup). email detail does not change.... Any idear ? How to debug / worksaround without loosing open ticket assignement and history ?

NB: currently in free plan for test but alerady migrate to pay plan, active starting january 2020.

Many thanks for your support

1 answer

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Hello Jean-Louis,

Thank you for reaching out to Atlassian Community!

Just to better understand and help you with this issue, I would like to know where you are changing the email.

On Atlassian Cloud products it's possible to change the email when the domain is verified and sippro.fr is not, that's why I would like to know the steps you are following to change the email, so we can try to replicate the issue here.

Regards,
Angélica

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Hi angelica,

The steps are the following ones: I connect on sippro.atlassian.net domain with snef account (login: snef@sippro.fr MDP: xxx) - (Original account).

Once connected, then I go to 'manage profile', then 'email' and I try to modify the email using 'new email" with "maintenance.vpu.toulouse@snef.fr". Which must be the new ''login'' for "snef" acount.

I get a popup confirming email send to ''maintenace.vpu.toulouse@snef.fr" but no email received on the target email account and therefore no way to terminate the email modification process.

Is there a way to understand where the issue come from ?

Thanks

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Thank you for sharing this information Jean-Lous.

I saw that there are no blocks for maintenance.vpu.toulouse@snef.fr but this account is already and Atlassian account and is being used on another site, so even if the notification was received, you wouldn’t be able to change snef@sippro.fr to maintenance.vpu.toulouse@snef.fr.

If you want to use the “maintenance” account, you must delete the Atlassian account first. In order to do that, log in with the “maintenance” account on id.atlassian.com and on Account preferences, delete the account.

It will take 14 days for the account to be completely removed from our database and then it’s possible to use it again, it means that you will be able to change from “snef” to “maintenance”.

If you can’t wait, then there is a workaround.

Steps:

1 - Create a test email that you will use only once, for example, test.temp@domain.com. This email must not have an Atlassian account, that's why it's important if it's a brand new email, you can create on gmail, outlook, yahoo.

2 - Go to https://id.atlassian.com/manage-profile/email. Remember that you need to log in using the maintenance.vpu.toulouse@snef.fr account, that is the one that you need to free to be used.

3 - After logging in with the desired account, change the email to test.temp@domain.com.

4 - Go to test.temp@domain.com inbox and confirm the change.

5 - The email you need is now free to be used since it is not linked to an Atlassian account.

6 - Now, go to https://id.atlassian.com/manage-profile/email logged with the snef@sippro.fr email and change it to the maintenance.vpu.toulouse@snef.fr email.

7 - Go to the email to confirm the change.

If you have any other questions regarding this matter, please let us know.

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Thanks for your reply but I cannot connect to ""maintenance"" account, has you can see on the file send. acount does not exist on sippro.atlassian.net. Therefore I cannot delete "maintenace" account.