Unable to use the previously used ID for Atlassian Support

Question

Hello.

I can’t use the ID I used before. ID *PII Removed* for Atlassian Support

When I try to log in with that ID, a popup message tells me to check the code for security. But I didn’t receive any code in that email.

How can I continue using that ID? Could you please explain why I haven’t received the code email?

Just to clarify, it wasn’t filtered as spam, and no email reached the mail server.

Thank you.

Stephen Sifers · Answer

We can confirm that any requests for identity verification are valid when sent from an Atlassian.com domain. Atlassian is legally required to comply with certain export restrictions in the provision of our Products. By using our Products, per Section 23 of the Cloud Atlassian Cloud Terms of Service, you agree to comply with those laws and regulations, which may include verifying your identity and providing Atlassian with accurate and complete information.

Accounts are often flagged by our sanctions and export control compliance system due to a lack of information presented at the account level sign-up. This can occur when an Atlassian Account is generated and the full name of the individual is not filled out entirely.

If your account has been impacted in connection with our sanctions and export control due diligence, there are options to escalate for additional investigation:

(Account Deactivated) If your Atlassian account has been deactivated, you should receive a notification and details on how to resolve the issue. If your account has been deactivated for at least two business days and you have yet to receive any notification via email please review the following: please navigate to Atlassian Support: General Inquiries | Atlassian and raise a request under ‘Help with my Account'. Ensure you include the email of the account impacted and any sites/products they would have had access to.

(Account is available but Products are unavailable) If access to your account is available, but you are unable to access your products, we ask that you ensure you are logged in under the correct account and validate that the account in question does in fact have access to the product(s); Give users access to apps | Atlassian Support. If the account does have access or the site is no longer available please raise a support request at Atlassian Support: Pricing, Billing, & Licensing | Atlassian; please ensure your list your sites that are affected within the request.

-Stephen Sifers

Tansu Akdeniz · Answer

Hi @Bomin Kim

Welcome to the community!

The Atlassian support team has been notified and they will reach out to you.