Unable to recover old Trello/Atlassian account after email change

[Quique Olmos]

Hello everyone,

I am having a serious account access problem and I would appreciate any advice from the community.

Background

• My original Atlassian/Trello account was associated with the Google account edixxx@exxxxx.com.
• I always logged in using Google Sign-In.
• My Trello username was xxxxx and this account contained all my boards and data.

What happened

At some point, the email associated with that account was changed from:

edixxx@exxxxx.com

to

xxxxxxx@gmail.com

I do not know exactly when this happened.

Later:

• The Gmail account xxxxxxx@gmail.com was deleted.
• I restored my Google account and now use edixxx@exxxxx.com again.

Current problem

When I try to log into Atlassian or Trello:

• The system asks me to verify my identity.
• The verification email is sent to xxxxxxx@gmail.com.
• I cannot access that email account.

If I log in with edixxx@exxxxx.com, Trello creates or opens what appears to be a completely new and empty account:

• No boards
• No workspaces
• No history
• Different account from my original one

What I have already tried

1. Logging in with Google using edixxx@exxxxx.com.
2. Password recovery for the old account.
3. Recovering the Gmail address xxxxxxx@gmail.com.
4. Checking spam and junk folders.
5. Waiting for password reset emails.
6. Following the standard Atlassian recovery instructions.

Additional issue

When I request a password reset for the old account, I do not receive any recovery email.

An Atlassian support chatbot suggested that the email address might be on a suppression/bounce list because the Gmail account was deleted at some point.

My questions

1. Is there any way to recover the original account xxxx109?
2. Can Atlassian support verify ownership and change the account email back to edixxx@exxxxx.com?
3. Has anyone experienced a situation where the account still exists but verification emails are sent to a deleted email address?
4. Is there a specific Atlassian team that handles account ownership recovery for free users?

Any help would be greatly appreciated, as I am currently locked out of all my Trello boards and historical data.

Thank you very much.

[Tomislav Tobijas]

Hi @Quique Olmos ,

Can you try raising a request here Atlassian Support (select "Account Login and Email Issues").
In case this channel is requesting paid subscription before raising a ticket, you can use this one Atlassian Support: Pricing, Billing & Licensing > here, select Your Account > Update account details and you can click on "Need more help?" at the bottom of the form to submit a support request.

Hope this helps.

Cheers,
Tobi