Admin Account Access

Question

Our admin is getting his verification code sent to a email that he doesn't have access to any longer. He is not able to get in as the computer recognizes him and wont let him log in under anyone else either.     We would like to speak with anyone that can reset the account. or we are happy deleting the entire account and starting all over again.   I have the admin name, CC info, Address of office and email address its being sent to.. How can we get this fixed so he can use the system he is paying for it and being billed but cant get in>

Rishabh · Answer

Hi Branden Zett,

Thanks for contacting Atlassian Community.

I understand that user is facing issues with login as they do not have access to the email account where the user verification OTP is sent.

To login, user would need to access to their email box. Without OTP verification, system will not allow the user to login.

We would like to speak with anyone that can reset the account. or we are happy deleting the entire account and starting all over again.   I have the admin name, CC info, Address of office and email address its being sent to.. How can we get this fixed so he can use the system he is paying for it and being billed but cant get in>

Please check if there is any other user in the org who has the org admin access? If, yes, please check with them on this. They can verify and claim the domain in the org and can try to update the user's email or may help in setting a temporary mail box for the user.

Also, as you mentioned that the admin is already paying for the products, they should be able to raise a support ticket with us. I would recommend you to please raise a support ticket to address the issue as this is a public forum and we refrain from requesting or sharing any personal information like user's email, site details etc.

Hope this helps.

Let me know in case of any issues/queries.

Regards,
Rishabh

G subramanyam · Answer

Hi @Branden Zett welcome to Atlassian community.

Please be informed, this issue involves the compromise of the primary administrator's access and sensitive verification details (like the outdated email), no one in the Atlassian Community can resolve this for you. It requires direct intervention from Atlassian's Support team to verify your identity and protect your organization's data.