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Email Address Change - Not receiving Verification email to new address

Hi Atlassian Team,

I tried changing my email address for the account. Upon doing that I receive an email to the old address notifying me of the attempt to change, however I see no verification email to the new address.

I tried to request for this change 6 times so far (with 24 hrs restriction every 3 attempts), but no progress so far. I read a thread in this community that a "temporary Pause" is placed on the email service for some reason and that seems to require manual intervention by Atlassian Team. Can someone 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!

1 answer

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1 vote
Answer accepted
Daniel Eads Atlassian Team Mar 29, 2021

Hi Raju,

I've just sent you a direct email about checking your new email address in our mail system. We'd need to know what the address is that you'd like to change it to, in order to check our mail system for a temporary pause. Given that you didn't share the address publicly already, I'm just assuming that you'd rather not post it publicly on Community. You can reply to the direct email from me with the address and I'll check the mail system to see if this is the problem.

Thanks!
Daniel | Atlassian Support

P.S. - for other people reading this question, the best thing to do if you find yourself in this situation is to ask a new question here on Community rather than replying directly to this thread. Asking a new question raises the chances that someone will see it! Atlassian Community is answered by other Atlassian users and a slice of Atlassian Staff. While we don't guarantee a staff response, asking a new question will increase the chances that Atlassian Staff see the question, or that our Community Leaders will notice the question and flag the appropriate Atlassian Staff to take a look. Thanks!

Thank you, @Daniel Eads ! I have responded to you over email directly. Much appreciated!

Daniel Eads Atlassian Team Mar 30, 2021

Hi Raju! I saw you'd noted on one of the other threads that you'd tried to change the Atlassian Account email address before the mailbox was fully set up. That indeed seems to be the cause of the problem, as our mail service received this error:

550: 550-5.1.1 The email account that you tried to reach does not exist

I cleared out the error and temporary pause of emails to your new address. The verification email should deliver now when you try to change your Atlassian Account's email address at https://id.atlassian.com/manage-profile/email

Cheers,
Daniel 

Thanks @Daniel Eads 

I tried to change the account's email address now, but have a new problem.

Earlier (before you fixed), when I had not received the notifications, I had tried to add a user with the new email address, hoping that by doing so I could at least get myself added in (with an invite email). But I had not received the invite email either then. So now, after this fix, when I tried to change my account's email address, it says on the portal that a verification email was sent, however, I received an email to the new address saying "Sorry, we could'nt change your email" and below content:

---

Hi Raju Desai,

Your email change request could not be processed because <new email address> is already associated with another Atlassian account.

Log in to view your account. If you've forgotten your password you can reset it here

If you didn't request this change you can disregard this email.

Cheers,

The Atlassians

---

How do I go about this now? Please assist.

Thanks!

Daniel Eads Atlassian Team Mar 31, 2021

What I'd recommend doing now is logging in on the new address, and changing the email address on that account first. You could delete the account also, but that takes time - it's much faster to just change the empty account's email address to something you don't plan on using.

If your provider is Gmail, this is as simple as using +alias at the end of the email address. For example, if your "new" account used the email address account@gmail.com, you could change it to account+temp@gmail.com. Gmail helpfully "ignores" the + when delivering mail (it just adds a label), but most email systems recognize that as a separate email address. So:

  1. Log into the "new" account that currently has the email address you want to change your regular account to
  2. Change the "new" account's email address in your Atlassian Account (either using the alias if you've got gmail, or to another temporary account)
  3. Click the verification link in the email delivered to the new "temporary" address
  4. Log out of that Atlassian Account, log in to your regular Atlassian Account
  5. Try the email change again on your regular Atlassian Account

Phew! That should take care of it - let me know how it goes!

Hi @Daniel Eads ,

Thank you very much for the help. Works now.

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