User account email changed to one we don't have access to

[Ginger]

While signing on to Jira, one of our users clicked "Sign on with Google" by accident, so his account email was changed to the temporary gmail account associated with the Chrome browser he was using at the time:

example: username@gtempaccount.com

Since this isn't an actual email account, he can't retrieve the email sent by Jira to confirm changing it back to his actual email.

Now he can't access the boards. He's had to create a new user account in the meantime so he can work. 

Is there any way to merge these two accounts into the one with his actual email, or is there a way to change the email without having to retrieve the confirmation email? We don't want to have to reassign everything to the new account if it can be avoided.

TIA for any help!

[Trudy Claspill · Accepted solution]

I advise you to contact Atlassian support about this. They have access to the backend and the ability to make changes in the database that you will not be able to do.

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

[Ginger]

Thanks! I figured as much, but thought it might be worth a shot here. I appreciate your reply! Have a great weekend :)

[Trudy Claspill]

It would be great if you could report back here what you learn from Atlassian support about fixing this.

[Ginger]

So far we're still troubleshooting - latest steps are to test singing on to the original account using an incognito window - I don't see how this could work, but this staff member is out today so will be waiting to verify until Monday. 

Will come back with any useful info if I get any!

[Ginger]

Update: could not log in using the original user account on an incognito window. Contacting our Atlassian rep today.