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User can’t log in

Sigrún Lilja Smáradóttir

Hi,

The user verkstaedi@sjraf.is needs to reset his password. But when he does the "can't log in" process, the recovery link email never arrives. We have checked our mail audit logs and can confirm no email from Confluence or Atlassian ever arrives on our server at all. Can you please advise why this process isn't working?

Accepted answers

Brittany Joiner

@Sigrún Lilja Smáradóttir have you checked with your IT team to see if there's any sort of firewall or something that may be preventing it?

I'll go ahead and flag this issue for someone in support to take a look at.

Renato Fagaraz

Hi @Sigrún Lilja Smáradóttir

I've just taken a look at your account data and it looks like there was a suppression in your email address. A suppression is a kind of block that we create once one of our emails is rejected to avoid that we keep sending unwanted emails to our users.

Having said that, I went ahead and removed this suppression from your email address and this should allow you to receive Trello emails.

Let me know if that works for you!

All comments

Brittany Joiner

@Sigrún Lilja Smáradóttir have you checked with your IT team to see if there's any sort of firewall or something that may be preventing it?

I'll go ahead and flag this issue for someone in support to take a look at.

Sigrún Lilja Smáradóttir

The account i need to reset is verkstaedi@sjraf.is

Renato Fagaraz

Hi @Sigrún Lilja Smáradóttir

Having said that, I went ahead and removed this suppression from your email address and this should allow you to receive Trello emails.

Let me know if that works for you!

Brittany Joiner

@Sigrún Lilja Smáradóttir

looks like support is sorting you out! Would you mind clicking the Accept Answer button on either my answer or Renato's so folks who are looking for the same know there's an answer in here?

Also, you might be interested in joining the Trello Trailblazers Atlassian Community Events chapter! We have events each month talking about how to do cool things in Trello: https://ace.atlassian.com/trello-trailblazers/

Geistaute Mazeikaite

Hi Renato, could you help me too?? I 've a trello boards Account with my email: geiste@fitnessunion.at

I never logged out from the App and used it as usual. But some time ago I got a new email adress and the old one was shut down. Now I' ve tried to log in with my new Handy int trello, but despite my Password as usual, it tells me to put in the Verification code, that is send to the old Email Adress. I ve no access to that email anymore and no chance to change my email address anywhere. How can I get back into my trello boards??

Thanks in advance, Geiste

Renato Fagaraz

Hey @Geistaute Mazeikaite !

For security reasons, we're unable to change the email address or the password associated with any accounts. As an upfront reminder, it’s very important to maintain an accessible and up-to-date email associated with your account at all times. We take account security very seriously, and in instances like this, we need to take the right precautions to protect users' accounts.

I think your best bet here is to contact your former (or actual) employer to ask if they may be able to help you reclaim your account by temporarily activating your old email address. Once your old email address is activated, you can recover your password at https://id.atlassian.com/login/resetpassword.

At that point, once you've recovered access, you can change the account email from the old one to your new email.

If you can't access that email anymore, I'm afraid it's not possible to update your password and access your account again.

Ilona Tamosaitiene

Hello, Renato

I have the same problem. I've changed my Samsung phone to new one and I can't log in. I don't recieve recovery emails (spam is empty also). My acount is created with ilona_varnagiryte@yahoo.com

Please help me to log in. Thank you very much!

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