On e-mail address suppression list

Question

I am assisting another Trello user who needs to change his e-mail address. When he makes the request, he gets a notification to his old address but not the confirmation message to the new address. Requesting resend does not help: only the notification to the old address gets sent again. Hence, he is unable to complete the change. After checking his account settings and doing some research, I concluded the most likely cause is that his new address is on so called suppression list, a problem faced by many other users.

I would like to ask the following:

* How is it possible that a fresh Gmail account, which has never been associated with Atlassian services, is already included in the suppression list?
* Is there any way for the user to get his address off the list without posting his personal data on this public forum?

Mike - Dreamsuite Consulting · Answer

HI @Kaarle Ritvanen

My best advice would be to take out a premium trial of Trello and then contact support:

The process is horrible. Atlassian support portal is terrible, if Jira Service management is is the best on the market, what has society become?!

You have to work around it by following these steps:

* Go to https://support.atlassian.com/contact/#/
* Select Technical Issues and bugs (do not select account login and email issues, it is not designed for Trello)
* It will then annoyingly try and make you get an AI answer, you have to bypass that. I've pointed an arrow to where to click to get past it. 
* Select Trello
* Select Account issues
* Select Trouble logging in
* Provide the information and submit

Once you do all that, you should hear back within a few  days.  The support team are amazing, it's a shame that Atlassian decided to fire loads of them recently. They really are the very best part of an awful support process