can't login to my account - email is no longer active

[Vanessa Shugg]

I've been caught by the need to use a login code which is being sent to a defunct email address. is there any way at all that I can regain access to this account? 

[Arkadiusz Wroblewski · Accepted solution]

Hello, @Vanessa Shugg 

As community members, we can't access or recover accounts. For security reasons, Atlassian strictly requires password or email access to verify ownership.

If you are still logged in on any device, do not log outuse that active session to invite a new account to your boards. Otherwise, see if your old IT department can temporarily reactivate the mailbox to catch a reset link, or ask a teammate to invite your new account back to the work.

If the account was company-managed, a local org admin might also be able to help. I've flagged this for Atlassian staff, but if those options fail, you'll need to reach out to Atlassian Support directly.

Best,

Arkadiusz 🤠

[Vanessa Shugg]

thank you - it's not an internal email it was external so I won't be able to activate it - I cannot see how to reach support directly. I have a trello account but am not working for a company with and Atlassian footprint so cannot provide this to seek support. Is there an email for support or similar?

[Arkadiusz Wroblewski]

I flagged this post for support. Only Atlassian can check this properly from their side.

Ownership cases are always difficult, so I cannot promise anything here.

Please wait for an answer from Atlassian in this topic and have a little faith. 🙂

Best,

Arkadiusz🤠

[Samuil Enchev]

Hi @Vanessa Shugg

I'm sorry to hear you're locked out. Because the email address is the primary security key for Atlassian, recovery options depend on your account type:

• If you have a PAID Trello subscription: Support can help you. They use billing details (like the last 4 digits of your card) to verify ownership. Contact Trello Support here and refer to this guide: Recovering your Trello account | Trello | Atlassian Support.

• If you are on a FREE plan: For security and GDPR reasons, Support cannot change your email address because there is no billing data to verify you own the account. Your best options are:

  1. Check other devices: If you are still logged in on a mobile phone or tablet, you can invite a new email address to your boards and make it an admin.

  2. Contact your old email provider: See if they can temporarily reactivate the defunct inbox so you can receive the login code.

• If this was a Work email: Contact the IT department of your former company. Their Atlassian Admin can manually update your email address in the directory.

• If you know your password: Try logging in at id.atlassian.com. On a recognized device, you might see a 'Try another way' option.

Best,
Samuil

[Vanessa Shugg]

thanks Samuil unfortunately I cannot have the email made live again I have exhausted these options and I was logged out of all my access options. I cannot use support as I only have trello I'm not part of a business with an Atlassian address to supply in the support window. Is there any other way to get this support.