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Changing the admin on our Jira account

richard.wagner

Hello,

The admin of our Jira account left our company, and we have no way of recovering his account. How can we change the admin to someone who is still with us?

I saw another person raise this question about a year ago, but the answer he received was to contact Atlassian. I tried this but was redirected here. Does anyone have an email address or contact information for support so that we can log this request?

Thank you!

Accepted answers

Andy Heinzer

Hi @richard.wagner

If I understand your concern here, the billing contact of your Atlassian site has left your company. Your cloud site actually does have 3 administrators, at least two of which have logged in at least once in the last week.

Since your account is not a site-admin, it will likely be harder for our team to process this request from your account. Instead I would recommend that you reach out to one of your active site-admins and ask that they create a support ticket. They can do this by going to https://www.atlassian.com/company/contact/purchasing-licensing?redirectSource=sac-wac-redirect#/?inquiry_category=your_account

Have the site-admin select the Your Account and Update account details, and be sure to enter the site URL, SEN, or invoice number. This should allow the site-admin to create a ticket with our customer advocate team. That team has a process they can follow to help to switch the billing admin if need be.

If you run into problems here, please let me know, perhaps I can create the support case on behalf of your other admins here.

Andy

All comments

Marc -Devoteam-

Hi @richard.wagner

Reach Atlassian Support on https://support.atlassian.com/contact/#/ , but you need to be a Jira, user, product, site or org admin to raise an issue with support.

Or @John Funk , @Hans Polder can any of you help out?

Trudy P Claspill

Did the previous admin use an email account provided by your company? If so, your company technical support team should be able to re-enable the email address, reset the password, and another user can log in as that user and then add other users as Organization Administrators.

If the previous admin used a personal email address, then your company must work with that individual to get them to login and add others as Organization Admins, as documented in this post reply from an Atlassian Team member:

https://community.atlassian.com/t5/Jira-questions/Re-Our-administrator-left-the-company-how-can-I-gain-a/qaq-p/2263302/comment-id/729253#M729253

It is strongly advisable that companies always maintain at least two Organization Administrators, in case of the departure of one of them. You might consider having one that is a generic account with a secured and shareable password.

richard.wagner

Yeah I was sent there originally, but I quickly got to a dead end. They don't have an old fashioned email (or even chatbot) that I can reach out to?

John Funk

Hi Richard - Welcome to the Atlassian Community!

Sorry, it's been a minute since I first saw this. I hope you got it resolved. If not, I will see if someone from Atlassian can come take a look.

Andy Heinzer

Hi @richard.wagner

If you run into problems here, please let me know, perhaps I can create the support case on behalf of your other admins here.

Andy

richard.wagner

Thanks John!

richard.wagner

Thanks Andy. We were able to get access to the account and then granted admin access to those who needed it. Thank you for your help!

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