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How To: Atlassian Access - Change the email address of a user (Managed & Unmanaged accounts)

This guide will walk you through the process of changing the email address for managed users within your Atlassian Cloud organization. This will also cover how to, as an Organization Administrator, make suggested changes to the email address for unmanaged users that access Atlassian products within your Atlassian organization.

For your convenience, there is a video version of this guide at the bottom of this article this will show you how to follow these steps. Also, each of the headings are hyperlinked to the specific time interval in the companion video where that topic is covered.

Before you begin, there are some things you will need or assumptions I will be making about what you have access to change as a part of this tutorial. If you don’t have the ability to change or update something that is included in this guide you will either need to find someone that has the ability to perform certain steps or can give you the access you need to perform those steps.

Prerequisites:

  • You are going to need to be an Atlassian Organization Administrator for you Atlassian Cloud Organization.

  • You will need to have invited (managed or unmanaged users) to use Atlassian products within the organization you wish to manage.

  • In order to modify managed users, you will need to have already verified your domain and claimed your domain accounts. (Follow this guide if you haven’t completed that step yet)

  • Note: This guide is NOT relevant for anyone that has user provisioning enabled for SSO authentication. You will want to make email address changes in your third party identity provider which will synchronize via Atlassian Access.

Suggesting Email Changes for Unmanaged Account:

Much like the name implies, Organization Admins do not have direct control over unmanaged users. They do have the ability to see who the unmanaged users are that are using Atlassian products for the sites they manage, and they can “suggest“ changes to the name and email address of unmanaged users.

Why might you want to do this?

  • To request the user change their email address to a company domain email that would become managed.

  • To request the user change their name to a standard convention for unmanaged users.

How do you accomplish this?

  • First, you will need to get to the Atlassian Organization Admin page, which you can do by navigating to https://admin.atlassian.com, then selecting the Organization you wish to manage.

  • Next, you will want to navigate to the Directory → Users menu options
    ChangeEmail_DirectoryUsers.JPG

  • Next, click on the “Show details“ for the user you which to suggest changes.

  • In the new page that shows up, on the left hand side you will see the user’s profile with a “Suggest changes“ button at the bottom. Click this to open a popup dialog box.
    ChangeEmail_SuggestChanges.JPG

  • In the dialog box, enter your suggested changes to either the user’s name or email address, then click the submit button.
    ChangeEmail_SuggestChangesPopup.JPG

  • This will send the user an email where they have the option to choose to accept or ignore your suggestions.

Changing the Email Address for a Managed Account:

Why you might want to do this?

  • User has changed their name and needs their account to reflect this change.

  • Your company username policies have changed and an you need to update accounts to match the new standard.

How do you accomplish this?

  • First, you will need to get to the Atlassian Organization Admin page, which you can do by navigating to https://admin.atlassian.com, then selecting the Organization you wish to manage.

  • Next, you will want to navigate to the Directory → Users menu options
    ChangeEmail_DirectoryUsers.JPG

  • Next, click on the “Show details“ for the user you which to change.

  • In the new page that shows up, on the left hand side you will see the user’s profile with an “Update details“ button at the bottom. Click this to open a more detailed view of the user’s profile.
    ChangeEmail_UpdateDetails.JPG

  • On this page, click in the field you which to change, such as the user’s email address. Make the change and click the checkmark button.

  • NOTE: the user will need to verify the change if you update their email address.

7 comments

Wow, @Jimmy Seddon , great format: read & watch!

thanks for your work! 🤟

Like Jimmy Seddon likes this
Andy Gladstone Community Leader Feb 15, 2022

👍 A+++++ article. Very necessary.

Like Jimmy Seddon likes this
Jimmy Seddon Community Leader Feb 15, 2022

Thank you both!

@Alexander Bondarev I need to give credit to @Stephen Sifers, it was his idea to add the hyperlinked titles!

Like Stephen Sifers likes this

The change or suggest change to email is not shown within the details as an option on our cloud managed users.  

Jimmy Seddon Community Leader Apr 27, 2022

Hi @LeslieH,

Is it possible that your company has user provisioning turned on?  That is the only thing I can think of immediately that might cause you not to be able to see the details of the managed users. 

We manually provision.   The option is just no longer shown on from the users login and from the admin side its not available as a suggestion any longer either.  I have a support ticket open now.

Like Jimmy Seddon likes this
Jimmy Seddon Community Leader Apr 27, 2022

Sorry to hear you are having issues.  I was going to suggest a support ticket next as I'm not seeing the same results you are.  I hope you get the issue resolved soon!

Like LeslieH likes this

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