When I add a new user in JIra - His email gets tied to the old user

Question

When I add a new user in Jira, their email address seems to be associated with a previously removed user. Every time I try to add the new user using their email address, the old removed user appears instead.

How can I resolve this issue and ensure the email address is associated with the new user?

Gabriela - LeanZero · Answer

Hey @Parag, you can reach them at https://support.atlassian.com/contact/ and pick the account or admin category, and as a site admin you should be able to raise the request directly. Before that, it may be quicker to try the verification yourself, because it's mostly a DNS step: in admin.atlassian.com go to Directory > Domains and verify it with the DNS TXT record it gives you (or the HTTPS file method if DNS is awkward). Once it shows as verified you can claim the accounts, and the old one becomes a managed account you can change. If the DNS part is handled by another team, that's usually the only piece you'd need their help with.

Parag · Answer

Thanks @Gabriela - LeanZero for the response. I definitely need help verify the domain. How do I reach out to the JIRA support team?

Gabriela - LeanZero · Answer

Hey @Parag, thanks, that narrows it down. With an unverified domain and an unmanaged account, no site or org admin can delete or rename that account, because it belongs to the person and not to your organization. The owner of the old account can delete it themselves from their profile at id.atlassian.com, and after the 14-day grace period the address is free for the new user; or you verify your company domain in admin.atlassian.com and claim the accounts on it, and then an admin can change that account's email or remove it. If the old owner has left and you can't reach them, verifying the domain is the route I'd take, and Atlassian support can help if you get stuck on that step.