Unable to update account email to corporate address after account deletion (fatma.w@msd-my.com)

Question

Hi Atlassian Support Team, I need assistance with updating the email address on my Atlassian account. Here is the situation: * I currently have an active Atlassian account registered under my other email address: fatma.wafy@outlook.com * I want to change the email address of this account to my company email address: fatma.w@msd-my.com. * Previously, there was another account created with fatma.w@msd-my.com, but it has been permanently deleted, and the grace period has ended. * However, when I try to update my current account's email to fatma.w@msd-my.com, no verification or confirmation emails are being received at all. Could you please check why verification emails are not being delivered and clear any remaining link/block on fatma.w@msd-my.com so I can complete the email change? Thank you, Fatma Wafy

Enric Font · Answer

You could try the following steps:

* Go to admin.atlassian.com.
* Select your site.
* Go to Insights > Audit log.
*

* Search the audit log for the deleted account.
* If you find it, open the user's profile and temporarily change the email address, for example, to fatma.w2@msd-my.com.
* Wait a few minutes for the change to take effect.
* Then, open the profile of the active Atlassian account fatma.wafy@outlook.com and change its email address to fatma.w@msd-my.com.

This should free up the fatma.w@msd-my.com email address so that it can be assigned to the active account.

Hope this helps!

Lucija Maric · Answer

Hi @Fatma Wafy,

It looks like you may have intended to contact Atlassian Support directly. This is the Atlassian Community, where users help each other, so we don't have access to account details or the ability to resolve this type of issue.

You can contact Atlassian Support through their support portal, where they can investigate the issue with your email address.

Hope you get this sorted out soon! 🙂