Lost our only organization/site admin — need admin access restored (Cloud)

[Said Gonzalez]

We have lost access to the only organization/site admin for our Atlassian Cloud organization, and no admin can currently reach the org. I'd like an Atlassian staff member to reach out so I can verify ownership privately.

What happened: an accidental sign-in via "Continue with Google" using a secondary Google address triggered an email-change / new-registration flow. Afterward, our original admin account:

- can still log in (password valid) but is now empty — no products and no admin role;

- when opening our Cloud site, shows "You have already requested access";

- at admin.atlassian.com, redirects to "Create organization" (no organization visible).

The secondary address only shows "check your inbox to finish registration" (it is not a real account).

Could an Atlassian staff member contact me privately? I will share the exact site URL, the affected admin account, and domain-ownership proof through a private channel. Please do not create or rely on the new secondary account.

Thank you.

[Mikael Sandberg]

Hi @Said Gonzalez,

Welcome to Atlassian Community!

Contact support here, https://support.atlassian.com/contact#/ and select Account login and email issues and Atlassian support can help you.

This forum is mainly made up of Atlassian customers and as such we do not have access to other customers instances. 

[Said Gonzalez]

Thanks, Mikael. The problem is that the "Account login and email issues" form asks for the site URL, and when I enter ours it returns "Sorry, we can't find this Cloud URL" — so the form only offers "Ask the community," which brings me right back here. Is there an escalation path that reaches Atlassian staff directly for a no-admin org recovery, one that doesn't depend on that URL validation? Any pointer to the right channel would be a huge help. Thank you.

[Mikael Sandberg]

I just notified the support team that is on here and they will reach out to you within 2 business days (often faster).

[Maksym Liutyi]

Hi @Said Gonzalez

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.