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Lost JIRA access to own JIRA account?

Jim Van Tongerloo_h5zalg

Hi,

Quite a while ago I had created sinube.atlassian.net and played around as only one in a free version account.

Then I added my colleague to one of the projects, so he could play with it as well.

Now few months later, I try to log in to the URL, but it says 'Join the team', as if I'm requesting access to the URL.

In our company we have 3 different aliases for the same e-mail box, so I thought I had logged in with a wrong one. I tried all three but:

- 2 of them got the message 'join team' and obviously weren't the admin

- 1 of them got auto-accepted somehow and is now just a member of the project, no admin account.

Funny enough, in my e-mail box I do get all the admin related e-mails: that people are requesting access to my JIRA.

So now I think, due to longer inactivity, somehow my admin account got stripped off its roles or inactivated somehow?

Would be wonderful if someone could help me with this.

Thanks.

Jim

Accepted answers

Andy Heinzer

Hi @Jim Van Tongerloo

I understand that you are trying to access this other Jira site. However the account you are using to sign in here to community, that account is not a member of that site. There is a different account here that contains your same name, but on a different email domain. While I cannot divulge the exact email here in community, I can tell you that the email address is in a format of

v****ji@c****s.**

Perhaps that is sufficient in order for you to be able to login using that account instead. If that doesn't help, then the next steps I'd recommend would be to create a support case using this link https://www.atlassian.com/company/contact/purchasing-licensing?redirectSource=sac-wac-redirect#/?inquiry_category=your_account&topic=update_account

This should create a support case where our team can privately divulge more information potentially.

Andy

All comments

Nikola Perisic

Welcome @Jim Van Tongerloo

User can be auto accepted to a project if the project is team managed and is Open. Users are granted the Members role.

Jim Van Tongerloo_h5zalg

Hi Nikola,

Thanks for the answer. Not entirely the problem we're looking at.
The main problem is that we currently don't seem to have access to an Admin account, while I'm the creator, but my privileges seem to have been lost.

Jim

Michael Wohlgemuth

Hello.

What do you see when you open admin.atlassian.com?

I assume you see the organization you created listed there. If that is true, click on it and see which products have which group handling their access and add yourself to that group (for admin or user or whatever you need).

If you see nothing when opening this URL, you likely have been removed from the organization admins or your account was suspended/deleted or something else along those lines.

Jim Van Tongerloo_h5zalg

Hi Nikola,

I tried accessing that link with 3 e-mail addresses (aliases). In all three accounts I get the following message to create an organization:

Create organization

Your organization represents your company and lets you manage users, security settings across multiple sites and products.

Organization name

With 1 I tried creating one, which worked, but it's nowhere linked to my existing JIRA app. I'm also not familiar with Atlassian enough to understand what this means.

Jim

Nikola Perisic

@Jim Van Tongerloo

Did you lost your Jira admin or org admin privileges?

Jim Van Tongerloo_h5zalg

It looks like I completely lost access to the site, as I needed to log in and it requested me to request access to join the team.. But at the same time I'm getting the Admin 'this user is requesting access' e-mail in my inbox.

If someone from Atlassian could have a look, it might solve the issue.

Michael Wohlgemuth

Alright. Let me try to explain.

The site i mentioned is the "hub" for all organizational admin tasks (this is unlike the admin permission allowing workflow configuration or creating fields or that stuff, its a level above). An organization admin is the one that adds cloud products like jira or confluence to a given url (i.e. sinube.atlassian.net/wiki once confluence would have been added), handles licensing/billing and a load of other settings.

So at one point you created sinube.atlassian.net (with some products chosen probably) and therefore you have created the organization "sinube", which also means that you have been a org-admin for this organization at that point (cause you created it).

The fact that this organization is not listed on the page for you means that you are currently not org-admin. Either you have been removed by another org-admin (the colleague you added perhaps?) or your something happened to your account.

I would suggest asking the person you have added after creation of the org, and ask him if he/she has access to the admin hub and can add you back as org-admin. If that person doesnt have access either, i would assume that something happened to the organization itself (i've read threads mentioning that inactivity can lead to deletion of organizations).

Jim Van Tongerloo_h5zalg

Hi,

We already checked this. My colleague isn't/wasn't an admin and didn't remove me.

He also currently does not have any access to admin-related stuff. In JIRA, he can't see User Management screens, for example.

JIm

Trudy P Claspill

Hello @Jim Van Tongerloo

Having read your conversations with @Nikola Perisic and @Michael Wohlgemuth it seems the only real path forward to resolution is to work with Atlassian support. Since you are not able to open a support case yourself, I have flagged this post to raise it to the attention of Atlassian team members. You should hear from them within 2 business days.

Andy Heinzer

Hi @Jim Van Tongerloo

v****ji@c****s.**

This should create a support case where our team can privately divulge more information potentially.

Andy

Jim Van Tongerloo_h5zalg

Thanks Andy, that's apparently yet another alias of the same inbox that I forgot about. Probably triggered by a MFA login or something.

I was able to reset its password and regain access. Thanks!

Any idea what that 'sinube has been deleted due to inactivity' means that my colleague received, but not me? Perhaps not linked to my JIRA site?

Andy Heinzer

Atlassian recently started to delete inactive organizations. I can see that there was another Cloud site by that name that was deleted back in 2022. Chances are the org for that old site was the one deleted. Since you were not an org admin of that org, you wouldn't have received it, but your colleague would have.

It's typically nothing to worry about since we only removed unused organizations that did not have claimed domains, or any products in them for the last 180 days or more.

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