Account issues

[Enrico Cotta]

Hi

I have the account enrico.cotta@emea.nec.com on Jira; we have changed company and I forgot to change the email address in the my account.

The old email address has been dis-activated some days ago and now I cannot access to my account

There is a way to recover the my account and so I can change the email?

Thanks

Enrico Cotta

[Tomislav Tobijas]

Hi @Enrico Cotta ,

In this situation, the recommended approach is to contact your (previous) Jira site or org admin. 👈
They should be able to help recover your account by updating your email address or reactivating it.

Now, there are some differences between accounts managed by an organization and self-managed accounts. In both cases, you could refer to the following article: Update your Atlassian account email addresses 📘

Hope this helps.

Cheers,
Tobi

[Enrico Cotta]

Hi Tomisalv Tobjas,

I cannot contact my previous because I cannot login it because I cannot receive the email with the code and my admin told me that cannot make anything and to contact the support

Thanks

Enrico

[Tomislav Tobijas]

Hmmm... @Enrico Cotta I would still say that they (your IT department) should be able to handle this, but if not, you can inform them that tickets in Atlassian Support can only be raised by product/app admins > that being said, they could create a new ticket and then add you as request participant (share ticket with you) so you can continue communication.

[Arkadiusz Wroblewski]

Hi @Enrico Cotta 

Yes, there is still a way to recover access, but it depends on how your Jira Cloud site and account are managed.

Since your old email address is deactivated, you can’t receive password reset or verification emails, which means you usually can’t update the email yourself through the standard Atlassian account flow.

Here are the most common and practical options:

Contact your Jira site or organization administrator

If your company manages the Jira Cloud site, an admin can either:

update your managed account email (if Atlassian Access / SSO is in place), or

invite your new email and grant it the same groups, roles, and permissions as your old account.

If your company uses SSO / Atlassian Access (Entra, Okta, etc.)

If the domain is managed, the email is controlled by the identity provider. In that case, the change must be done by your IT/org admin in the IdP and then synced to Atlassian. Without that, you won’t be able to fully recover the account on your own.

Contact Atlassian Support (if you cannot reach admins)

You can open a support ticket and provide your site URL, old email address, and new email address. They can guide the recovery process, but for security reasons they often still require confirmation from the organization admin if the account is managed.

Additionally, one workaround that often works in corporate environments:

Your IT admin can temporarily configure your old email address as an alias or forwarding address to your current mailbox. If emails sent to the old address are delivered to you, you can complete the login/recovery verification and then update the email on the Atlassian account. This is a very common and effective approach.

Important!:

The alias must actually receive emails sent to the old address (not just be a display alias).

If the account is SSO-managed, the final email change still needs to be done in the identity provider.

In many companies, the fastest practical solution is to create a new account with the new email and have the admin assign the same access as the old one.

Hope this helps.

[Enrico Cotta]

Hi @Arkadiusz Wroblewski

I have tried to contact the our organization admin and he answered me that cannot make anything on my account and to contact the support

Reading the community I have seen that should be possible to do that but I need to contact the support and I haven't see any email address or other to do that

Thanks

Enrico

[Arkadiusz Wroblewski]

You can contact Atlassian Support here:

https://support.atlassian.com/contact/

Then select: Account & Login → Login issues → Can’t access my account

[Enrico Cotta]

Following the instruction it tell that only the site admin can send a request.

there is another way to contact them?

Enrico