Tried to Login but Atlassian created a new account

Question

Hello,

This morning I logged in my Bitbucket account but as I navigated to the email settings (for the account

https://id.atlassian.com/manage-profile/email%29

, it somehow removed the email, logged me out, and next time I logged in it created a new account with the same email.

It may or may not be related but I actually already have 2 atlassian accounts:

- One I've had with bitbucket (email A+bitbucket@gmail.com)

- One which was created with the Trello migration to Atlassian (email B)

I navigated to the email setup because I wanted to find a way to merge the 2 accounts (that seems impossible to do automatically).

This is the event log as I recall it:

- logging in with A+bitbucket@gmail.com: asked me to create a new workspace (no idea why) — the previous workspace was still there though with all my git repos

- looking around to check email, seeing I couldn't add one in

https://id.atlassian.com/manage-profile/email

- (maybe disconnected automatically, maybe I did voluntarily disconnect and connect to account with email B, didn't change anything there)

- reconnecting with A+alias@gmail.com, this time forced to "sign-up"

- trying email recovery, "We've received a request to set a new password for this Atlassian account: A+bitbucket@gmail.com."

- trying to change the email to B: I got "We’ve noticed you’ve recently changed the email for your Atlassian account. To confirm the change, please check B to verify this address and complete updating your account."  and then "Your email change request could not be processed because B is already associated with another Atlassian account."

- trying to log again into A+alias@gmail.com, forced to sign-up, no access to any bitbucket repo

So I experimented fixing it talking with the atlassian support chat:

* moved the new account linked to A+bitbucket@gmail.com to release the email (moved to A+todelete@gmail.com)
* tried to login with A@gmail.com — can only use Google sign-up, this created a new account
* moved the account linked to B to another email C to release email B
* tried to recover old account through both of the released email: no recovery email received, can only sign-up

The old workspace name with all my git repositories in bibucket is lucy24.

All this because I received an email that my Loom account would be migrated to Atlassian as well and I didn't want yet another account.

Thanks for your help.

Viswanathan Ramachandran · Answer

Sorry to hear the problem still exists. I recommend that you reach out to Atlassian support and explain your details.

Type this link

https://www.atlassian.com/company/contact/purchasing-licensing?redirectSource=sac-wac-redirect#/

* Select your account
* Login issues
* Choose your site (see if listed)
* On the AI prompt window, type your issue (ex: Bitbucket login issues)
* You will see "Submit support ticket", choose that
* Enter the details (full details of your issues) in the description
* Submit ticket.

Anne-Marie Tousch · Answer

Hi, Thanks for your answer. * I'm afraid I can't use option 1: when using either the original or the one I wanted to change to, it's now offering sign-up, and no password recovery link is sent. * On option 3, I'm blocked on "What is the site URL of your app within your organization?". I hadn't connected in a while and I can't find an address that would work (eg .bitbucket.com which now redirects to the account workspace I'm connected to but is empty). I've tried .atlassian.net but it's not found. * My blog is still up there and I've been using its name for the above but I'm not sure it matches the actual workspace ID. I should be able to provide at least some repo names, the original email, and other info for identification, if I could contact support. Sorry I didn't find the time to check earlier as this week has been busy. But I'm still stuck.

Viswanathan Ramachandran · Answer

Hi,

Atlassian accounts cannot be merged. When you changed the email on your original account to release it, the lucy24 workspace admin rights stayed attached to the temporary email/account, not the email address itself. Logging in with your original email simply created a new, empty account.

Try these

* Log in to the original account:* Open an incognito window and go to id.atlassian.com.
* Sign in using the temporary email you changed it to (use Forgot password if needed).
* Go to  to confirm access.

* Transfer access to your main account:* In Bitbucket, navigate to Workspace settings - Manage Users and groups
* Invite your primary Atlassian account (the one with Trello/Loom) and grant it Admin access.
* Accept the invite from your primary email.

* If locked out of the temporary email:* Raise a support ticket to Atlassian via  under Account & login issues. Provide the workspace ID, repo names, and original email so support can verify ownership and grant access.