Cannot Log In to Old Trello Account – Password Reset Email Not Received

Question

Hi everyone,

We are experiencing an issue with one of our team members who is trying to access Trello using an older account he previously used. Unfortunately, he is currently unable to log in.

When attempting to reset the password, he follows the standard “Reset Password” process, but the reset email never arrives. We have checked thoroughly, including the spam and junk folders, and no email from Trello/Atlassian is being received.

Because of this, he is unable to regain access to the account.

Has anyone experienced this before or know why Trello/Atlassian might not be sending the reset email? Any suggestions on how to recover access to an old account would be greatly appreciated.

Thank you!

Beverley · Answer

Hi @Natalia Baute

If the issue still persists after going through the suggestions above, please don't hesitate to log a support ticket with our team at https://support.atlassian.com/contact#/

Under the 'Which app is this for?', please type in Trello and it should appear in the drop down list.

Prasanna Ravichandran · Answer

Hi,
Please confirm that the reset is being requested for the exact email address linked to that old Trello account, since many login issues happen when the account was created with a different email or later moved under Atlassian account access. It is also worth checking whether the user originally signed up through Google, Microsoft, Apple, or another single sign-on method instead of a password-based login. If the reset email still does not arrive after checking spam and junk, the next practical step is to contact Atlassian support directly, because they may need to verify the account and help restore access manually.