Account Suspension sent from atlassiansupport.atlassian.net ?

[Jaemin Kim]

I was using Jira for several days, and suddenly my(other) account got deactivated, saying:

"It looks like your account has been deactivated. We've sent you an email with details of who to contact to get more information about this."

(I am using a new account to post this question)

The only email I got was from "Leren" with domain name advocates@atlassiansupport.atlassian.net, saying I got prohibited due to International trade laws? or Sanctions from some nations like Canada, UK, US? and the email asks me to reply with 2 different government-issued IDs to resolve this case if this is a misidentification. (I am just a normal developer, and of course I am not affiliated with any stuff they mentioned.)

 Is this a legitimate official atlassian support email or is this a scam? 

I think it is an official email since I didn't get any other email which they told me to send, but why would they use both .com and .net?

It's so stupid I got deactivated with such stupid accusations that hinders my work progress.

[Anastasiia Dimnych · Accepted solution]

Hi @Jaemin Kim,

Thanks for reaching out, and I understand how frustrating this must be - especially when it's impacting your work.

The email you received is legitimate. Here's some context to put your mind at ease:

• advocates@atlassiansupport.atlassian.net is a genuine Atlassian Support email address. It's the email channel used by our Customer Advocates team to communicate with customers

• Why .com and .net? - Atlassian uses atlassian.com as our main website domain, but our support ticketing system sends notifications from atlassiansupport.atlassian.net. This is simply how our support platform infrastructure works - both domains are official Atlassian domains

• The agent "Leren" who contacted you is a real member of our Customer Advocates team

Regarding your account deactivation: Atlassian is required to comply with international trade laws and sanctions regulations (including those from the US, UK, Canada, EU, and others). Occasionally, accounts may be flagged for review based on automated screening. This does not mean you've done anything wrong - it can happen due to name matches or other indirect factors, and a misidentification is absolutely possible.

What you should do:

1. Reply directly to the email you received from advocates@atlassiansupport.atlassian.net with the requested documentation. This is the fastest way to resolve the issue

2. The team will review your case and, if it's confirmed as a misidentification, work to restore your access

I know this process feels heavy-handed, especially for a regular developer just trying to get work done, and I'm sorry for the inconvenience. The identity verification request is a standard part of the resolution process to confirm and clear the flag on your account.

If you have any trouble replying to that email, you can:

• Visit our Support portal.

• If you can't log in to the portal, select "Unable to log in" from the options provided.

• Provide the email address associated with the account you're trying to access and add a link to this Forum post.

This way will let you create a ticket and not be redirected to the Community. 

I hope this helps!

Best,

Anastasiia

[Jaemin Kim]

Thanks for your reply!

I did send a reply directly to the email I received.

Hopefully things will resolve quickly.

Thanks.

[Trudy P Claspill]

Hello @Jaemin Kim 

I have flagged your post here to raise it to the attention of Atlassian team members. They should respond here within 2 business days.

[Jaemin Kim]

Hi Trudy,

Thank you so much!
Because I need access to my team's Kanban asap, I already sent my copy of IDs to advocates@atlassiansupport.atlassian.net, hoping it is a legit support contact(bye bye to my credentials if not). I understand Atlassian uses multi-domains, but there are so many fishy emails these days you know... 

I would be happy to get a confirmation from one of the Atlassian team members..!

[Ajay _view26_]

Hi @Jaemin Kim 

The .net vs .com thing is confusing, I know, but Atlassian does operate across multiple domains for different internal functions. It would best if you can contact support.atlassian.com to resolve the matter

[Jaemin Kim]

Thanks for your reply.

How in support.atlassian.com can I resolve the problem?

All communication channels in support.atlassian.com lead back to community questions(here)