My colleague cannot reactivate his account, we use the same account across multiple customers

[Giuseppe Delle Donne]

The account cannot be reactivated and the admin from the customer we are working for cannot do it since they did not disabled it. In the moment my colleague tries to reset the account, Atlassian login says "we sent you the details by email" but the email is not arriving to the inbox of the login.

I am opening this on his behalf since I still can login (but I cannot reset the 2 factor authentication, but this is for another post).

Thanks!