Unable to Receive Login Verification Code (OTP) – Request for Account Support Investigation

[Hapidz Daulah Nurisman]

Dear Atlassian Account Support Team,

I would like to request your assistance regarding a login issue affecting one of our Atlassian accounts.

Account email: ***@majore.id

The user is unable to log in because the verification code (OTP) sent by Atlassian is never received. As a result, the user cannot complete the login process and is locked out of the account.

We have already performed the following troubleshooting steps:

• Verified that the email address is correct.
• Checked the Inbox, Spam/Junk, and other email folders.
• Confirmed that the mailbox is functioning normally and can receive emails from other senders.
• Waited and requested the verification code multiple times.
  Tried logging in from different browsers and devices.

Unfortunately, the issue persists.

We previously contacted Atlassian Support regarding this issue. However, before the problem was resolved, the support ticket was automatically archived due to inactivity. Since archived tickets cannot be reopened, we are submitting this new request.

Could you please investigate why the verification emails are not being delivered to dwipa@majore.id? We would appreciate it if your team could verify whether there are any delivery issues, account-related restrictions, or other problems preventing the OTP emails from being sent or received.

This account is required for our daily work, so we would greatly appreciate your prompt assistance in resolving this issue.

If you require any additional information or verification from our side, please let us know and we will provide it immediately.

Thank you for your time and support.

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[Personal information removed as it is against community guidelines ]

[Filip Georgiev]

Hi @Hapidz Daulah Nurisman 

After investigating it would appear that your instance was deactivated on Jul 31st, 2026. Checking our logs I see that emails were sent to the site admin mentioned in the comments about the impending deactivation due to the expiring Jira License of the instance and to add payment details.

Now that your site has been deactivated - I know how critical this is for your team’s daily work.

Because this involves your specific account and billing details, we need to move this to a secure environment where our Billing and Account teams can verify your information and assist with reactivation. For security reasons, we cannot handle these details here in the public forum.

Next Steps:

• Please submit a Billing & Licensing request here.

• Select "Your Account" → “Reactivate Subscription”

• Mention that your site is currently deactivated so our team can prioritize your request and add a link to this Forum post.

Support team will be able to look into the status of your subscription and help you resolve any outstanding issues immediately.

Hope this helps!

Regards,

Filip

[Marc -Devoteam-]

Hi @Hapidz Daulah Nurisman 

Here in community, most of us are Atlassian users like yourself, not (necessarily) employees of Atlassian. We don't have access to your environment.

This community is an open public forum.

Atlassian Support can be reached via Atlassian Support 

It looks like the mail address is blacklisted.

[Hapidz Daulah Nurisman]

Hi Marc,

Thank you for your response.

I understand that this is a community forum.

The problem is that I cannot even create a support ticket because the Atlassian Support Portal does not recognize our Cloud URL (majore.atlassian.net).

As a result, I have no way to reach Atlassian Account Support directly.

Regarding your suggestion that the email address might be blacklisted, is there any way for Atlassian Account Support to verify whether dwipa@majore.id is blocked or blacklisted from receiving verification emails?

Since we cannot access the account due to the missing OTP emails, we would really appreciate any guidance on how to contact the appropriate support team

[Marc -Devoteam-]

Hi @Hapidz Daulah Nurisman 

Are you on a paid subscription if so, you need to be an admin to raise a support request (this does not include space admin) 

[Hapidz Daulah Nurisman]

Hi @Marc -Devoteam- 

The affected account (dwipa@majore.id) is actually the administrator of our Atlassian Cloud site (majore.atlassian.net).

Unfortunately, this account cannot receive the login verification email (OTP), so the administrator is completely locked out.

Since the administrator cannot sign in, we are also unable to create a support request through the Support Portal.

In this situation, what is the recommended recovery process to contact Atlassian Account Support when the Organization Admin cannot access the account due to missing verification emails?

[Marc -Devoteam-]

HI @Hapidz Daulah Nurisman 

I have notified Atlassian Support on tis post on the community.

They will reach out to you on this post, this can take up to 2 business days.

[Gor Greyan]

Hi @Hapidz Daulah Nurisman

Did you submit an Atlassian Support ticket via the Portal, or just make this post here?

[Hapidz Daulah Nurisman]

Yes, I tried to submit a support ticket through the Atlassian Support Portal. However, I cannot proceed because the portal cannot find our Cloud URL.

When I enter our site URL (majore.atlassian.net), it shows the error:

"Sorry, we can't find this Cloud URL."

Therefore, I am unable to create a support ticket at all.

The original issue is that one of our users (dwipa@majore.id) cannot receive the login verification email (OTP), so we are locked out of the account. Unfortunately, without being able to create a support ticket, we have no way to contact Atlassian Account Support directly.

Has anyone experienced a similar issue or knows how to contact Atlassian Account Support when the Support Portal cannot recognize the Cloud URL?