How do I ensure that changes to email address in Atlassian synchronize over to Opsgenie for a user?

[Patrick]

One of the users of the Opsgenie Instance that I administer has changed the email address in their Atlassian Account but that change is not reflected in their Opsgenie Account. How do I resolve this? 

[Siddhartha Mohapatra]

Hello Patrick,

Thank you so much for reaching out Atlassian community My name is Siddhartha.

Since your Opsgenie account is linked to your Atlassian account, Atlassian acts as the source of truth for user information like email addresses. You’ve already taken the right first step by updating the email in your Atlassian account settings—thank you for doing that!

Sometimes, after making this change, the update may not immediately reflect in Opsgenie due to session caching or internal links. To help get everything back in sync, could you please ask the affected user to:

1. Sign out of all Atlassian products (including Jira, Confluence, Opsgenie, and admin.atlassian.com), or clear browser cookies/cache for Atlassian and Opsgenie domains.

2. Log back in with the new email address via your Atlassian site (https://<your-site>.atlassian.net), and then open Opsgenie from the app switcher or directly at https://<your-site>.app.opsgenie.com.

This usually prompts Opsgenie to recognise the updated Atlassian identity and reflect the new email address.

If the email in Opsgenie still doesn’t update after these steps, please have an Opsgenie admin check Settings → Users to confirm whether the user appears with the old or new email, and to ensure there are no duplicate users. If you’re still seeing issues, just let us know the old and new email addresses, along with your Opsgenie account URL, and we’ll be happy to run a backend sync to fully align the records by creating a support ticket.

If you have any questions or need further assistance, please don’t hesitate to reach out—we’re always here to help.

Thanks 
Siddhartha 
Atlassian Community