The sole organization and site administrator of our Atlassian Cloud site has left the company withou

Jose María Rodriguez Medina

Sole organization administrator left the company — unable to contact support

The sole organization and site administrator of our Jira Cloud Free site has left the company without assigning another administrator.

We currently have no accessible organization admin, site admin, billing admin, billing contact, or technical contact.

The Atlassian documentation says that we should contact Atlassian Support to initiate an organization administrator role transfer. However, because the site is on the Free plan, the support portal does not display a button to submit the request.

We may also be unable to recover the former administrator’s Atlassian account.

Could an Atlassian team member please advise us on the secure process for verifying company ownership and transferring the organization administrator role?

For security reasons, I have not included administrator email addresses or company documentation publicly.

Viswanathan Ramachandran

Hi @Jose María Rodriguez Medina 

This is one off those moments, I hear you. Try option1 (this is my personal opinion), option2 if you think its the best for you. 

Option 1: Check with Internal IT team
If the former administrator used company email (looks like it is)

1. Reactivate/Access the Email: Work with your company's IT or domain administrator to temporarily gain/grant access to the former employee's email inbox.
2. Trigger a Password Reset: Enter the former admin's email, and reset the password.
   1. if they can't grant you access, ask them if they can forward that mail to you.
3. Grant Admin Rights: Log in using that account and assign Organisation Admin permissions to a designated colleague.
4. Clean Up: Revoke the former admin’s permissions and secure the account.

Option 2: Contact the Billing, Licensing, and Purchasing Team
If you cannot gain access to the former admin’s email because of company policy (or if they used a personal address), you must use Atlassian’s Billing and Licensing contact form. This form is accessible even for Free plan users without an active Org Admin:

1. Go to the Atlassian Contact / Billing Support Form.
2. Explain your issue and requests for ownership transfer
3. Verification Process: The Atlassian team will reach out via email to initiate domain ownership verification before transferring permissions.

Option 3: with community champions and managers looking these threads, they might flag this to Atlassian support too. 

 

hope it helps. Let us know how it goes as it could help others in future.