Not able to change my email id in my atlassian account.

Question

I am trying to change the email id in my account . It lets me change the email id in the email tab of account management. The message says "We just need you to check your email X.XXXX@XXX.com and confirm your password to verify it’s you and complete the update."

But i never get an email on my new email id. I have double checked my new email address its fine but the mail is not coming to verify the new email address.

Please help.

I wish there a contact number i could call.

Andy Heinzer · Answer

Hi Depender,

Thanks for that info.  I can see that there have been 5 attempts to send messages to that new email address.  However our system is not showing any kind of bounce message or error in the process.  As far as I can determine it looks like these messages have been delivered to that address from Atlassian's side.  Each message reports as having been delivered within 2-12 seconds from the time it was sent.

I would recommend trying this verification once more.  If you're still not seeing this email, I would recommend checking to see if your email client might be marking these messages as spam.  Even if it's not your client marking this as spam, then you might want to reach out to your email administrator to see if perhaps there is a mail server filtering happening that might prevent this message from reaching your inbox.

I can see that there was a message sent at  2020-07-27T14:42:53.000Z perhaps this date/timestamp could be helpful to you or your mail administrator to help locate that message.

Try these steps and let me know the results.

Andy

Depender Kumar · Answer

[redacted]

Andy Heinzer · Answer

Hi Depender,

Sorry to hear about this problem.  I understand you're trying to change the email address of your Atlassian account but are not getting the email verification message.

I tried to search our internal system for the email address I know for your existing account of d***.******9@c***a.com [redacted].  However I found no existing email bounces or blocks within the system.

It could be that there has been one or more bounced messages for the new email address in which you wish to change to. However I don't know what that address is here.  Could you please let me know what that email address is?  I can then remove it from our Community site as well once I know the account itself.

Andy