Cannot access root user email to login

[Sacha Gafinowitz]

Our Jira account uses two factor authentication to log in. The root user of the account is an email address that no longer exists. When trying to log in, the only option is to send a confirmation code to that email, there are no alternative options to authenticate.

How can I have the root user account changed to my current email?

Thank you.

[Shalini Pradhan]

Hello @Sacha Gafinowitz ,

Good day! Welcome to Atlassian Community :)

Please share your cloud URL so that we can create a support ticket for the respective team to check.

Thank you

[Sacha Gafinowitz]

@Shalini Pradhan Hello, the URL is guardianconnectsupport.atlassian.net. The root user is guardianconnectsupport@guardianfueltech.com. I can no longer access this account. I need sgafinowitz@guardianfueltech.com to be made the root user. I can prove that I am the one paying for the account. 

[Shalini Pradhan]

Hello @Sacha Gafinowitz ,

A ticket has been created, our support team will reach out to you soon and assist you.

Thank you

[Tinker Fadoua]

You are in good hands @Sacha Gafinowitz 

@Shalini Pradhan  thank you for taking care of this request!

[Sacha Gafinowitz]

@Shalini Pradhan Hello, do you have any update on this ticket? 

Thank you,

Sacha

[Shalini Pradhan]

@Sacha Gafinowitz ,

Good day! I had created a new ticket for you, and someone should have had contacted you. No worries, I have created a new ticket for you again, team will contact you soon!

[Shalini Pradhan]

@Sacha Gafinowitz 

The support engineer has already reached out to you on the support ticket.

[Tinker Fadoua]

Welcome to the Atlassian Community @Sacha Gafinowitz !

Are you the site admin? 

Best,

Fadoua

[Sacha Gafinowitz]

@Tinker Fadoua hello,

I am the admin. We set up our account using a shared inbox that has been closed. I pay for the subscription. 

Atlassian only lets you submit site related tickets from the admin account, which I can't access.

[Tinker Fadoua]

Let me request Atlassian’s assistance as there is nothing we can help you with. Best of luck! 
Fadoua

[Sacha Gafinowitz]

Hi @Tinker Fadoua did you request their assistance? I have not received any communication about this. Thank you!

[Tinker Fadoua]

Trust me they will 

[Sacha Gafinowitz]

@Tinker Fadoua Hello, I still have not heard anything from Atlassian. How can I get assistance with this?

Thank you,

Sacha

[Tinker Fadoua]

I did request assistance the same day I commented. Let me ping Atlassian on Slack.