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No code sent to email

Gary Hatton

I am trying to log into another account and I get sent a verification code but I never receive the email and there is no other way that i can find to get around this. How do I log into my account when I don't reveive the email with the 6 digit code?

Accepted answers

All comments

Brant Schroeder

@Gary Hatton sometimes your email address can make it on the suppression list. I am assuming that you have tried the following:

Check your spam/junk folder and try requesting the verification code again.
If you're using a company email address, ask your IT team to check whether emails from Atlassian (particularly @id.atlassian.com) are being blocked.

You can submit a support issue to Atlassian to have them check if it is suppressed. Please take these steps to get help:

Visit our Support portal.
If you can't log in to the portal, select "Your account" → “Log in issues” from the options provided.
Click on “Need more help?” until the “Submit a support request” button becomes available.
Provide the email address associated with the account you're trying to access and add a link to this Forum post.

If you are not able to do so I can escalate to Atlassian for you.

Gary Hatton

I can't even see where you are directing me too. Is there a way someone can talk me through this? I can't access my Trello account and it is now getting critical.

Liam Do - DevSamurai

Hi @Gary Hatton,

Just adding to Brant's answer, here's the link to the support portal: https://www.atlassian.com/company/contact/purchasing-licensing#/

You can also try opening it in an incognito/private browsing window and submitting your request there by following Brant's instructions above.

Hope it helps 🙌
Liam

Tomislav Tobijas

@Gary Hatton to quickly chime in > I've just posted one answer with a visual help here 👈 as it's sometimes not that clear on how to actually raise a ticket at https://www.atlassian.com/company/contact/purchasing-licensing#/ 🫤

One more thing is that your email could have landed in Atlassian's suppression list (as Brant said). When you get to that chatbot within the form, it will probably ask you to provide your email address so it can check. With the new flow, I believe it can resolve that itself without an agent intervening, but I'm not 100% sure. 👀

Cheers,
Tobi

Tomislav Tobijas

Short update — as a lot of people are actually asking these kind of things, I've created comprehensive 😅 article about using that support channel:

https://community.atlassian.com/forums/discussion/3315118/how-to-contact-atlassian-billing-licensing-support-a-step-by-step-guide

Brant Schroeder

@Gary Hatton I bumped this to Atlassian so that they can see if your account is on a suppression list.

Samuil Enchev

Hi @Gary Hatton,

I’m sorry to hear you’re having trouble getting into your account. Because account access involves verifying your identity and handling sensitive information (like your email or security settings), we cannot troubleshoot this in a public forum. To keep your account secure, we need to move this to a private conversation with our Support team.

Please take these steps to get help:

Visit our https://www.atlassian.com/company/contact/purchasing-licensing#/
Select "Your account" → “Log in issues” from the options provided.
Click on “Need more help?” until the “Submit a support request” button becomes available.
Provide the email address associated with the account you're trying to access and add a link to this Forum post.

Our support teams will work with you 1:1 to verify your ownership of the account and restore your access.

I see the Champions who commented under this post also advised the same. I checked before leaving this comment and was unable to find an already submitted request, but if you do have one, please share the ticket key (CA-XXXXX) and I'll make sure it reaches the right team!