No access to my account

[Angelica Banks]

Hello,

I am having an issue accessing my Trello boards that had all my information in it. When I try  to recover my account by resetting my password, I can't access the email because I no longer have the old email I originally signed up with. It prompted me to sign up for another account which I though it would've merged them together. I'm not sure why it prompted me to sign in when I was already signed in and had access from my phone. Please assist me with recovering my account as I use this for my kids homeschool records and planning and activities etc.  Thanks!

Angelica

[G subramanyam]

Hi @Angelica Banks welcome to Atlassian community.

I really understand your concern about your Trello access.

Since Trello is part of Atlassian, and you no longer have access to the original email address, this becomes a complex Account Recovery issue that requires direct intervention from Atlassian Support.

Due to security protocols, Atlassian cannot simply change the email address on your old account without proof, as that would expose your account to "social hacking".

The reason you were prompted to sign up for a new account is likely because when you tried to reset the password with your new email address, the Atlassian system checked the email and found no existing account linked to it, treating you as a brand new user

The only way to regain access to your Trello account is to prove account ownership directly to the Atlassian Support team.

Also have a look at this official documentation about "Recovering your Trello account".