Email change blocked – verification email not showing up in Gmail (all folders checked, incl. spam)

Question

I'm trying to change the email on my Atlassian account (used for Bitbucket) from my old university address to my personal Gmail address. On id.atlassian.com/manage-profile/email the change shows 'Update pending verification', but the verification email never shows up in my Gmail.

What I've checked and tried:

- Checked every Gmail folder: Inbox, Spam, Promotions, Updates, All Mail and Trash. Nothing from Atlassian.

- No Gmail filters or blocked senders; other mail is arriving normally.

- Clicked 'Resend email', then undid the change and submitted it again. Still nothing (it's been over an hour).

- I previously had an Atlassian account with that Gmail address, but it was closed (its organization was deleted in 2025), and logging in with that address now says the account doesn't exist.

The support contact form only offers the community for my account, so I'm posting here. Could someone from Atlassian help complete the email change or resend the verification? I can share the addresses privately.

Arkadiusz Wroblewski · Answer

Hi @wyadoole

One thing to add to Christos' answer: you can submit an account-related support request through:

https://www.atlassian.com/company/contact/purchasing-licensing

Select My account → Update account details, then click Need more help? until the support request form appears. Ask Atlassian to check whether your Gmail address is on their email suppression list.

You can provide both email addresses privately in the support ticket.

Best,

Arek🤠🧙‍♂️

Christos Markoulatos -Relational- · Answer

Hi @wyadoole,

You did the right checks, so I'd stop looking in Gmail. When "Resend" does nothing for an hour and nothing is in spam, the address is almost always on Atlassian's email suppression list. That happens when a message to that address bounced or got rejected once in the past, and Atlassian's mail system then stops sending to it, for everything, verification mails included. Your old account on that Gmail address fits that pattern. Only Atlassian can take an address off that list, and the Bitbucket KB for exactly this symptom says the route is a support ticket or a community post, so you are in the right place. Atlassian staff do pick these up here; keep the addresses out of the public post and they will ask for them privately.

While you wait, one trick that works more often than it should: change the email to a plus alias of the same Gmail, something like yourname+atlassian@gmail.com. Gmail delivers it to the same inbox, but for Atlassian it is a different address, so the suppression does not apply. You can log in with that alias afterwards; it is the same mailbox.

For what it's worth, the deleted account is not what's blocking you. If it were, you would get "already associated with another Atlassian account" instead of "pending verification".

Hope this helps!