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

[Andreas Vogel]

Hi

I try to change my email address in my atlassian account. 

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

I've seen this Post ( https://confluence.atlassian.com/cloudkb/change-atlassian-account-email-addresses-969508513.html ) and I'm doing exactly the steps as described there. 

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

Any other suggestions? 

Thanks!

Andreas

[Daniel Eads · Accepted solution]

Hi @Andreas Vogel ,

Daniel with Atlassian Support here! Our mail service received an error from your new email addresses email server when the verification email was sent:

550: 550 Requested action not taken: mailbox unavailable

When our mail service gets errors like this, it takes a temporary pause from sending more mail so it doesn't overwhelm the receiving mail server. You could imagine the problems it might cause a small company if they had a couple users with full mailboxes, and Jira notifications continued to pour in.

I've cleared out the temporary pause on your new account - so the verification email will try to deliver again if you resend it. Please double-check for typos in the new email address as well, just in case! If the mail service gets this error again, it will go back into "paused" mode and I'll need to clear that out for you once more.

Let me know either way when you retry - I'm keen to know that you were able to get your new address squared away!

Cheers,
Daniel | Atlassian Support

[Andreas Vogel]

Hi @Daniel Eads 

thanks for your response. 

I've tried the email change again but now I get the message "daily limit reached". I think it's because I've tried it too often within the last 24h?!

Hopefully I haven't hit the "paused" mode again with this error. I'll try my luck again tomorrow.

[Daniel Eads]

I did pick up one more pause event out of the mail service just now - if it's not too much trouble, could you give it one more go today? Either it will work this time, or I'll get an error that we can work on to improve the reliability of the system. Thanks!

[Andreas Vogel]

I've tried it again, with the same output:  daily limit reached

[Daniel Eads]

Hey @Andreas Vogel - we did find an error in our logs during your attempts on December 17. It's been somewhat difficult to get an investigation underway with many of the developers on holiday - we're currently in the phase of digging into the why of the issue (after having identified the what).

Your new email address is not in the paused state, and the daily limit has rolled over (we limit to 1 successful change in 24h - the issue here is that our system reported a success but your account was still on the old address). I believe there's the potential that your email address change could work today, even though we are still looking at the anomaly in our logs. I'll continue working on the investigation, but given the holidays it may be faster if you wanted to try quickly. Thanks for bearing with us while we tighten this up!

[Andreas Vogel]

Hey @Daniel Eads 

I've tried it again and now it works! 

Thank you so much 

[Raju Desai]

Hi @Daniel Eads ,

I am facing the same issue. Tried to change email address yesterday, but was put on hold for 24 hours after 3 attempts. I realised my new email account was not completely ready to receive emails, so fixed that. Now tried to change email address again today, but have not received the verification email to the new email address after 2 attempts so far. I am receiving an email alerting "Email address change request" to my old email account(originally registered with). Can you please help?

Thanks.

[Raju Desai]

Hi Atlassian Support Team, @Daniel Eads

Can you help clear out the temporary pause on my new account?  I am trying to evaluate the tool for the organisation and this issue is blocking me from moving forward with the trial.

Thanks!

[Daniel Eads]

Hi @Raju Desai , thanks for opening a separate question here on Community about this - as that helps us process questions more effectively! I've emailed you directly and put an explanation on the other post.

For other folks seeing this message, please create a new question here on Community rather than replying to threads when you need individual help with email limits, as that helps us process the incoming questions better. Replying on an individual question often doesn't get the attention of the right Atlassian staff. Thanks!

[Raju Desai]

Thanks @Daniel Eads . Noted.

[Prokop Simon]

Hi Atlassian Support Team,

I am having the same issue, tried the same steps, tried the change a few times already but no email on the new email address (the old one does not exist anymore). Do you think that might be an issue?

Is there a way how to check where the problem is?

Thanks.

[Soumyadeep Mandal]

Hi @Andreas Vogel ,

You can clear cache & data from your browser and update the browser to its latest version.

Then try to follow the steps and wait a maximum of 24 hours!

Sometimes with some email id, it takes some time!