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Resolving duplicate accounts after migration to Cloud

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March 16, 2023

Hi,

Our organisation recently migrated to Atlassian Cloud from an on-prem instance. Before the migration I could access Jira/Conf fine - logging in via our Azure AD linked SAML SSO setup.

Around the time of the migration my email address in AAD was changed. Upon attempting to log in to the new Cloud instnace I am denied:

denied.png

Turns out my account has been duplicated:

dupe_acc.png

How do I resolve this?

The note at the bottom of this doc suggests that the email address on the top account is failing to be "just-in-time" updated via AAD because I never logged in to the new Cloud instance before the email address was changed in AAD. Or is something else likely to blame?

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