Cannot reset my bitbucket password

Question

Hello,

I cannot access my bitbucket account and I can´t change my BitBucket password because I don´t receive the reset link on my email. It's not about the email attached to this account, it's another one. I tried many times, but the mail never appears on my account. I checked the spam folder too.

How can I reset my password?

Theodora Boudale · Answer

Hi Alexandru,

I checked our email logs and I see some events for your email address on 23rd and 24th September 2020, all of the emails from these events show to have been delivered to the mail server, I don't see any hard bounce events. I cannot see though if those were password reset emails or not.

I went ahead and sent a password recovery email to your email address just a few minutes ago, I can see in our logs that this has been delivered as well.

Have you received this one?

If not, can you check whether it has ended up in your Spam folder? Are there perhaps any filters in your email account that would prevent our emails from reaching your Inbox? The password reset email should come from noreply@am.atlassian.com

Kind regards,
Theodora

Alexandru Coman_v1ds60 · Answer

My email is alex.coman92@yahoo.ro. Let me know if you find anything. Thanks

Theodora Boudale · Answer

Hi Alexandru,

Can you confirm if this is for a Bitbucket Cloud account (https://bitbucket.org/) ?

If you can share the email, I can check our logs for any errors. The most likely reason would be a hard bounce event for the email, which I could remove to solve the issue.

If you don't want to share the email publicly, you can open a ticket with our support team via

* https://support.atlassian.com/contact/#/

In the field "What can we help you with" select "Technical issues and bugs", then select Bitbucket Cloud as product and make sure to mention the email you have issues with in the problem description.

Kind regards,
Theodora