Lost email access, couldn't able to login to Atlassian account

Question

Hello Team,

I am the only Admin for our company, and I lost my email access during the migration from Zoho to Microsoft email. Now, when I try to log in to Atlassian, it sends the code to the old email, which I no longer have access to. Please help me if there is a way to bypass MFA so that I can log in and change my email to the new email that was assigned.

Thank you.

Regards,
Shahid@emphorasoft.com

Samuil Enchev · Answer

Hi @Shahidulla Khan Lavani

Since you are the only Admin and have lost access to your email during the migration, you must request a manual account recovery through Atlassian Support. Because you cannot log in, you will need to use the public contact form to open a ticket.

1. Contact Support

Go to the Atlassian Support: Pricing, Billing, & Licensing | Atlassian page and follow these steps:

How can we help? Select Your Account.

Choose a topic: Select Log in issues.

Need more help? Click this (twice if necessary) to open the message box.

Copy the following into the "Your Question" box:

Subject: Admin Account Recovery - Lost Email Access during Migration

I am the sole Admin for my organization and have lost access to my registered email address during a migration from Zoho to Microsoft. I cannot receive the MFA/verification code and need to update my account to a new email address.

Old Email: [Insert old Zoho email]

New Email: [Insert new Microsoft email]

I can provide billing details (last 4 digits of the card and billing address) or other organization details to verify my identity and ownership of the instance. Please advise on the next steps to regain access.

Note: If you were on a free plan or don't have billing info, recovery is much harder and not guaranteed. In that case, provide as much "internal" info as possible (exact project/site names, user lists) to help Support verify you.

3. Next Steps

A Support Engineer will contact your new email to verify your identity. If they can confirm ownership via billing details or specific account knowledge (like product names or user lists), they will manually update your email.

Best,
Samuil

Marc -Devoteam- · Answer

Hi @Shahidulla Khan Lavani

Welcome to the community.

I have requested assistance from Atlassian on this post.

Keep an eye on your post, as they will reach out in this post.

Shahidulla Khan Lavani · Answer

Hi Ajay,

Thanks for the reply.

The issue is that my email domain has changed. My original account was under sha***@accnu.com, but it has since been updated to sha***@emphorasoft.com.

While my team can add my new email (sha***@emphorasoft.com) as a user to grant me repository access, all of our billing information and historical subscription details remain tied to my old Atlassian ID (sha***@accnu.com). Because of this, I am currently stuck in a loop and cannot properly manage the workspace.

Could you please help me merge these accounts or transfer the billing ownership to my new email?

Regards,
Shahid Khan