we couldn't save your email change please try again

[Da Guo]

I started a jira cloud instance with user A, then imported XML from my local jira instance which has user B. Now both user A and user B are in the jira cloud. I tried to modify user B's email, but always got "we couldn't save your email change. please try again". It seems user B is now managed by id.atlassian.com, how to make this change? Will this confuse my jira cloud?

[Angélica Luz]

Hi @xueyishu2436,

I tested using a test account here and tried to change my email using uconn.edu domain and it shows the message to change the email correctly, but if I try to change to a 163.com domain, it shows the same error.



Can you please test using another browser or incognito mode?

Regards,
Angélica

[Angélica Luz]

Hello Da Guo,

Thank you for getting in touch with Atlassian Community!
When users are created in a Cloud instance, an Atlassian account is automatically created for them. With those changes on accounts, admins can no longer change users' emails, only users can change their own email on https://id.atlassian.com.
Can you please send us a screenshot of this error that you are receiving?
Also, please open the developer tools on your browser and check if it shows a different error. It will help us to better understand what is happening in order to fix the issue.

Regards,
Angélica

[Da Guo]

Thanks! I checked the error message in developer mode and saw "The provided email address is not allowed, please use a different one". I was using email hosted on 126.com, why is it disallowed?

[Angélica Luz]

Hi Da Guo,

I've searched for similar cases and I didn't find issues with the message "we couldn't save your email change. please try again", can you send us a screenshot of this error? Where is it appearing?

I found a bug that may be related, but the message that appears on the developer tools, appears in the UI in this case, so I can't confirm if it's the same problem:
- https://jira.atlassian.com/browse/ACCESS-118

Are you trying to change the email on id.atlassian.com or on Managed accounts on Jira?
This information will help us to try to replicate the issue on a test instance.

Regards,
Angélica

[Da Guo]

Hi Angélica, please see the following screenshot. Is it because jira does not allow email from 126.com domain? Thanks.

[Angélica Luz]

Hello Da Guo,

I spoke with our identity team here and they have reported that the domain 126.com is blocked due to the high percentage of spam accounts originating from the said domain. What this means is you will not be able to use an email with the domain of 126.com to register an account with id.atlassian.com. With this said, there are other available domains which are free to use which are accepted within id.atlassian.com.

Regards,
Angélica

[xueyishu2436]

Hi Angelica,

I'm having similar difficulties changing my email address. The difference here is I'm changing from 163.com to uconn.edu(hosted by gmail), but the same error appears saying that "we couldn't save your email change. please try again".

Any help would be appreciated. Thanks!

Yishu