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Email Address Change - not receiving verification email to new address

Edited

Hi Atlassian team,
I've tried to change the email address associated with my account multiple times but never received a verification email, even though the system says that an email has been sent. Any chance you could fix this? 

I don't have access to the email address that's currently associated with my account anymore. I'm trying to change it to <removed by Atlassian Support>..

Thanks,
Martin

1 answer

1 accepted

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Answer accepted
Daniel Eads Atlassian Team Sep 09, 2021

Hi @martinalmquist ,

I found both your current email and the one you're trying to change it to on our email suppression lists due to errors returned by your organization's mail server in the past. Both email addresses have been cleared off the lists.

The next time you try to change your email address at https://id.atlassian.com/manage-profile/email , the verifications should not be held up at the service side. Do note that there are some limits around how often changes can be submitted - and unfortunately I'm not able to reset the counter if you get an error that you've tried to change your email address too many times. If that limit hasn't been reached already, the verification email should go through to your organization's mail server. Let me know if you still can't see it at that point!

Cheers,
Daniel | Atlassian Support

Thanks Daniel, I tried again and now received an email. Unfortunately it read:

Your email change request could not be processed because [email I'm changing to] is already associated with another Atlassian account.

I did not know that I had a second Atlassian account. I managed to login to it (using 'I forgot my password'), and decided to delete it. When I did, my first account got deleted too. I then canceled the deletion to restore the account. It seems like the two accounts are connected, but I don't understand how.

Best,
Martin

Daniel Eads Atlassian Team Sep 10, 2021

Interesting - I wouldn't have expected your first account to go through the deletion process also.

Usually when someone has an unexpected account (let's say it's at "new@mail.com"), the most sure-fire fix is to change the email address. Google for example lets you do something like "new+temporary@mail.com" as an address and it will still deliver to "new@mail.com". So, the process goes:

  1. Log out of everything
  2. Log in to the unexpected account with the new@mail.com address
  3. Change its email at https://id.atlassian.com/manage-profile/email to something like new+temporary@mail.com (or use a service like https://10minutemail.com/ if your mail provider isn't gmail and you don't have a spare mail address for this)
  4. Verify the change by clicking the confirmation link
  5. Log out of everything again
  6. Log in to the existing Atlassian account that you wanted to change the email address on in the first place
  7. Change its email at https://id.atlassian.com/manage-profile/email to new@mail.com - at this point, you shouldn't get the error about an account already existing at that address
  8. Click the verification link that comes to new@mail.com
Like martinalmquist likes this

It worked! Thank you so much Daniel!

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