Issues changing account e-mail address

[Thomas Brücklmayr]

I go to https://id.atlassian.com/manage-profile/email to change my e-mail address.

I insert my new address and receive the e-mail to confirm my new address.

Clicking the confirm button opens the page to confirm my new address by inserting my password.

However, when i enter my password i allways get an error that i inserted the wrong password.

My password is stored in a password manager and i use the app of the manager to automatically insert it, so there souldn't be an issue. I can log in using that method after all.

I first used Firefox with AdblockPlus, Privacy Badger and Adblock Ultimate enabled, so i thought there may be an issue with these extensions blocking some script. Disabling them still resulted in the same error. But Firefox itself still blocks two scripts, so that may be an issue:

https://o55978.ingest.sentry.io/api/<id>/envelope/?sentry_key=<sentry_key>&sentry_version=7&sentry_client=sentry.javascript.browser%2F7.70.0

and

https://js.sentry-cdn.com/<sentry_key>.min.js

Then i tried opening the confirmation login in Chrome. The page caused a cross-origin exception: init-app-state.ts:333 Refused to create a worker from 'blob:https://id.atlassian.com/ea002c47-d776-4029-bdf2-f11558086390' because it violates the following Content Security Policy directive: "script-src https://aid-frontend.prod.atl-paas.net/ https://id-frontend.prod-east.frontend.public.atl-paas.net/ https://metal.prod.atl-paas.net/ https://common-admin-cdn.atlassian.com/ https://recaptcha.net/ https://www.recaptcha.net/ https://js.sentry-cdn.com/ https://browser.sentry-cdn.com/ 'nonce-9HicEE0OE48injNKz52XpWms8fo=' 'self'". Note that 'worker-src' was not explicitly set, so 'script-src' is used as a fallback.

That error also occured in Firefox, but because some scripts got blocked there, i didn't pay much attention to it.

The post request to https://id.atlassian.com/verify-email/change-email returned a 403 error in Firefox and Chrome. The response contains HTML with the message:

JavaScript is disabled

You should enable JavaScript to work with this page.

With Firefox i would unterstand that error, but Chrome didn't block any scripts. So the issue may be related to the cross-origin exception

I'm using:

Firefox Version 126.0 Build-ID 20240509170740

Chrome Version 124.0.6367.208

[Quincy _Atlassian_]

Hi @Thomas Brücklmayr, I am sorry you are having difficulties.  If you reach out to our support team at https://support.atlassian.com, they will be able to help you sort things out.

Regards!
Quincy

[Michael Hudak]

Hello @Quincy _Atlassian_ ,

I am facing the same challenge. I want to change my e-mail address, but I'm blocked on the page on which it is required to input the account password (https://id.atlassian.com/verify-email/change-email?token=[...])

Chrome / Firefox no difference as mentioned in the initial post

I can change my account password with no issues, but again no success when confirming the address change.

And strangely enough, when I go to the support page, I end up here again.

[Quincy _Atlassian_]

Hi @Michael Hudak , there are some eligibility requirements for opening a support ticket.  You can read about that here: https://confluence.atlassian.com/support/eligibility-for-support-tickets-for-atlassian-cloud-979419943.html

If you're using a Standard or Premium licensed product, then you may need to one of your admins to raise the support request on your behalf.

If you're still not able to get a support request created, please let me know so I can engage with our support staff internally to understand the best way forward.  Fixing your issue will likely require you to transmit some sensitive information, and I don't want you to do that here on our public forum.

Thank you for your patience!