My colleague is unable to log in using his Google account

Question

My colleague has a Atlassian account with Google SSO.
There is a user account that had a Google account conflict (personal account & Google Workspace account) in September 2024, which was fixed at that time, and the gtempaccount.com address is also removed then.

This account was kept as a Google personal account until January 20, 2025.
This Google account was migrated back to Google Workspace on January 21, 2025.
When he tried to log in to Atlassian.com with Google SSO today,

it showed that a signup link was sent to @gtempaccount.com address, as shown in the picture.

but this email address is fixes and not existed after September 2024, now he can not login with his Google Account.

Could Atlassian team assist this case? For example, help remove the incorrect email address from his Atlassian account with Google SSO, and let him can receive the signup link from the correct email address.

Charles Tai_5fj6mf · Answer

Does anyone know how I can seek Atlassian Support?
I went to this support page, but the only action I can take is to post on the community here.

Kristian Klima_gtcuat · Answer

Exactly, Atlassian Support will have access to account details and they're best positioned to suggest and/or provide the solution.

Having said that, access to any service / site for any user must be enabled at the SSO management side. I don't how that works for Google SSO as we're using a different SSO provider but the principle should be the same.

Charles Tai_5fj6mf · Answer

@Kristian Klima

Thanks for the advice.

Yes, I tried to use the support page and got three options: "Get help from your site admin," "Get help from the Atlassian Community," and "Check out our Atlassian Account how-to guides," but there was no option to submit a ticket.

Because my colleague can't log in now, I posted on the community seeking help.

I asked him to delete all connections with Atlassian on his Google account and re-login, but the same result occurred.

I think the solution is to ask the Atlassian team to remove this address from his account.