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Cannot access root user email to login

Sacha Gafinowitz October 8, 2025

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.

1 answer

0 votes
Tinker Fadoua
Community Champion
October 8, 2025

Welcome to the Atlassian Community @Sacha Gafinowitz !

Are you the site admin? 

Best,

Fadoua

Sacha Gafinowitz October 9, 2025

@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
Community Champion
October 9, 2025

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

Like Sacha Gafinowitz likes this
Sacha Gafinowitz October 13, 2025

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

Tinker Fadoua
Community Champion
October 13, 2025

Trust me they will 

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