Unable to change account email — address already associated with another account

Question

Hi Atlassian Support,

I'm trying to update the email address on my Atlassian account from ramzi.alqrainy@gmail.com to ramzi@thechefz.co, but I'm receiving the error: "Your email change request could not be processed because ramzi@thechefz.co is already associated with another Atlassian account."

I do not have access to the other account that is holding this email address, and I'm unable to recover it via password reset. I believe it may have been auto-provisioned through a previous Jira or Confluence invitation.

Could you please either release the email ramzi@thechefz.co from the other account, or merge it into my primary account (ramzi.alqrainy@gmail.com) so I can complete the email change?

Current account email: ramzi.alqrainy@gmail.com Desired email: ramzi@thechefz.co

Thank you for your help.

Best regards, Ramzi Alqrainy

Samuil Enchev · Answer

Hi @alqrainy

Thanks for reaching out to us! We appreciate you bringing this to our attention. To get this taken care of, you'll need to create a ticket directly with Atlassian. Here's how:

Go to the Atlassian Support: Pricing, Billing, & Licensing | Atlassian.

Under How can we help you?, select Your Account.

Under Choose a topic, select Update account details.

Click Need more help.

In the Tell us what you would like to change field, explain your request in detail.

Click Submit.

Our team will follow up with you from there. Let us know if you run into any issues!

Best,
Samuil

Trudy P Claspill · Answer

Hello @alqrainy

Welcome to the Atlassian community.

As this is a user community we don't have access to fulfill your request.

I am able to flag your post to raise it to the attention of Atlassian Team members who may be able to help you. They should respond within 2 business days.

Good luck.