Come for the products,
stay for the community

The Atlassian Community can help you and your team get more value out of Atlassian products and practices.

Atlassian Community about banner
Community Members
Community Events
Community Groups

Can't change email address - don't receive verification mail



We are trying to change the email address to our old myatlassian account. 

The problem is that we don't receive the verification mail on the old email address, we only get the email to the new address that a change is requested. 

We've seen this Post ( ) and we are doing exactly the steps as described there. 


We've checked my spam/junk folder and if the new address is already linked to any other account/product, but it's not. 

Also, we have checked if followed domains added as trusted:

Could you please tell, do you have any other suggestions? 

1 answer

1 accepted

1 vote
Answer accepted
Daniel Eads Atlassian Team Jul 07, 2021

Hi @Dmytro Odnoiko , welcome to the Community!

I see that you had previously opened a support case about this, and that the advice in the support case routed you here to Community. Taking a look at your organization's email records with the Atlassian email service, I can see that there have been some errors to various email addresses in your organization.

In order to help verify if our system is sending email to you old address correctly, I'd like to get both the old email address and the new email address you'd like to use listed. You can reply here if you're comfortable with those being public accessibly until I am able to remove them from your reply, or you can reply to the previous support case you opened and they will be private to Atlassian. I am watching your previous support case.

Once those email addresses are listed, I'll check our mail system and follow up with you here.

Daniel | Atlassian Support

Added emails to the ticket. Thank you

Like Oleksandr Chornous likes this
Daniel Eads Atlassian Team Jul 07, 2021

@Dmytro Odnoiko thanks for adding the email addresses! I was able to confirm that the "old" email address was indeed on our email service's suppression list. I've cleared that error out and now the email verification should attempt to deliver to that address again. Please give the email change another shot. Cheers!

Like Oleksandr Chornous likes this

Hi Daniel,

Thank you for helping us.

It works, and we have successfully changed email.

Have a nice day ahead!

Like Daniel Eads likes this

Daniel, thanks a lot! 

Like Daniel Eads likes this

Suggest an answer

Log in or Sign up to answer
Community showcase
Published in Atlassian Account

How to change your Atlassian account email address

When using an Atlassian account that is not managed, it’s possible to change the email address, but we often receive the following notification on the email that we want to use: Sorry, we couldn'...

1,110 views 2 18
Read article

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you