Company domain name changed.

[milestonekr2]

A few years ago, our company name and domain name both changed. Consequently, I can no longer use the old domain. My Atlassian account is still tied to the previous domain, so I cannot receive the verification code via email. What should I do? The account I am writing this from now is a personal Google account.

[Reetika Narula]

Hi @milestonekr2 ,

Thanks for the details!
This issue isn’t directly related to the Sourcetree application — it’s tied to your Atlassian account and domain access. Sourcetree itself doesn’t manage user accounts; it uses your Atlassian credentials for authentication through OAuth or a personal access token (depending on how you connect to Bitbucket or other hosting services).

If your Atlassian account email has changed or is no longer accessible, you’ll need to resolve that first with the Atlassian account support team, since Sourcetree relies on those credentials to sign you in.

Once your account access is updated, you can re-authenticate in Sourcetree by removing the old account under Tools → Options → Accounts and adding the new one.

Best regards,
Reetika

[Brant Schroeder]

@milestonekr2 I have escalated this to Atlassian support assuming that you are still having an issue recovering your account.  Without a paid account, access to the email I am doubtful that they will be able to do anything but thought I would still try.

[Tomislav Tobijas]

Hi @milestonekr2 ,

I'm guessing we're here talking about Atlassian cloud account? 

If we're talking about cloud, I'd first recommend reaching out to your Atlassian organization admin. In case your account is managed by your organization, only your org's admin can update your account's email address. 👈

Now, things might also depend on if you are/were using IdP > meaning if the account was provisioned from a third-party system like Okta or Entra ID. Again, this is also usually handled by Org or user management admins within your company.

Here's the official article about troubleshooting these issues: How to update your Atlassian account email addresses 

The last thing you could do is to reach out to Atlassian Support (select "Account Login and Email Issues" option), and their team will probably be able to help out. Note that the site you're trying to log in to needs to be on a paid plan, and if you're not an admin there, you could reach out to someone who is to raise a ticket and add you as a participant.

Cheers,
Tobi

[milestonekr2]

Hi Tobi,

Thank you for your reply.

For your information, the issue occurred while I was using Sourcetree.

I am unable to change the email address because I cannot log in to our organization's administrator account. Furthermore, as you suggested, I already contacted Atlassian Support via the 'Account Login and Email Issues' option, and you were the one who kindly replied. Is it not possible to receive a direct answer from the Atlassian Support team through this community site?

[Tomislav Tobijas]

Great @milestonekr2 !

Hope you'll get this resolved. I could try to reach out to Atlassian Community support team when it comes to cases like yours, but when it comes to Sourcetree itself, there's a different support policy for it as it's a free tool/app.

A while back, Sourcetree did have dedicated support channels. Still, these days you'll more likely get replies from other Atlassian customers (like myself) than directly from the Atlassian team > again, mostly because it's not a paid application.

If you encounter an issue with the support channel you used to raise a ticket, please let me know and I'll try to reach out to the relevant team here, but I cannot make any promises. 🫤