How can we regain admin access to a Jira Cloud site created by a former employee?

[Syed Arbab Ahmed]

Hi everyone,

We have an existing Jira Cloud site that was originally created using an employee’s Atlassian account. That employee has since left the company, and their account has been disabled.

Jira site: https://squarera-appteam.atlassian.net/

We currently don’t have access to the Jira site and are unable to manage or administer it because the original account is no longer available.

Could anyone advise on the process for regaining administrative access or transferring ownership of the Jira Cloud site to another active company account?

Also, what information or verification would Atlassian typically require from us to confirm that we are authorized to take over the site?

Any guidance or recommendations would be greatly appreciated. Thank you!

[Maksym Liutyi]

Hi @Syed Arbab Ahmed

I’m sorry to hear you’re having trouble getting into your account. Because account access involves verifying your identity and handling sensitive information (like your email or security settings), we cannot troubleshoot this in a public forum. To keep your account secure, we need to move this to a private conversation with our Support team.

Please take these steps to get help:

• 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.

Our support teams will work with you 1:1 to verify your ownership of the account and restore your access.

[Marc -Devoteam-]

Hi @Syed Arbab Ahmed 

Welcome to the community.

Because this involves specific billing adjustments or manual site restoration, The Atlassian Billing and Licensing team will need to handle this.

 - To get this resolved, please follow these steps to create a support ticket:

- Open a browser in Incognito/Private mode (this is important to ensure you aren't automatically logged into the suspended account).

- Go to the Atlassian Support: Pricing, Billing, & Licensing | Atlassian.

- Under How can we help you?, select Quotes and Plan Changes.

- Under Choose a topic, select Change cloud plan.

- Fill in the details.

- If the message box isn't visible, click on “Need more help?” to make the description field and submit button appear.

In your description, please explain the situation and include a link to this forum post so the agent has all the context.

[John Funk]

Hi Syed,

Unfortunately, you will need to open a support ticket with Atlassian. 

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

[Jean Horn]

Hello Syed!

Could you provide some more information?
1. Do you have a verified domain?
2. Do you use account provisioning?

In your organization, when trying to access Administration > Directory > Users, does it still show this employee's user account?

Best regards,