Can't log into account set up using an e-mail alias

[Deleted user]

I have been using Bitbucket for many years with a primary e-mail address that is an alias of my official university address. As of last week, the login process seems to have changed and now authentication is automatically done through my university rather than through Atlassian. The problem is that my university's authentication won't authenticate me using the e-mail alias, only my official e-mail address. Hence, I cannot log in to my existing account---I can only log into a new account I have now accidentally created, which has the primary e-mail set to my official university e-mail. I would be happy to provide detailed information if someone can help. This message is being posted from the new account, which was created using my university official e-mail. The account I am trying to log into, which was created using an e-mail alias is the one at the URL <url_removed>.

[Amanda Caton]

You will need the org admin to delete the new account and will receive a message that it will take 14 days for the account to be deleted. After you initiate the deletion, you can go into that account you are deleting and change the email address to something else Example name@company.com to namebackup2company.com. That will allow you to go into the aliased account and put in the actual name@company.com email address you want to use and have the person try to log in via SSO again with their company credentials without having to wait for the other account to be deleted. 

[Theodora Boudale]

Hi @[deleted] and welcome to the community.

The domain of your email address has been verified by your university, which means that every Atlassian account with an email address from this domain is managed by the university now.

You will need to reach out to one of the people that manage Atlassian accounts at your university and ask them to:

1. Delete the Atlassian account you created accidentally with your official email address
2. Once the account is deleted, update the email of the Atlassian account with the email alias to your official email address

Please keep in mind that when an account deletion is initiated, we give a 14-day grace period, during which the account will appear as temporarily deactivated. The account will be deleted after these 14 days.

This is the documentation for managing Atlassian accounts, in case the admins need more info:

• https://support.atlassian.com/user-management/docs/manage-your-organizations-atlassian-accounts/

Please feel free to reach out if you have any questions.

Just a heads up, I removed the workspace URL from your post to protect your privacy.

Kind regards,
Theodora

[Deleted user]

Thanks, Theodora! This is kind of the answer I expected and what I actually tried to do, but without being able to log into my original account, I could not change the primary e-mail address of that account. Are you saying that there is someone at my university who has the ability to change the primary e-mail address on my original account even though I myself cannot log into it?

Would you happen to know who the admin is at Lehigh? I guess I can find out who it is, but it would be easier to have a name.

Ted

[Theodora Boudale]

Hi Ted!

When a domain is verified in https://admin.atlassian.com/, all accounts with an email address from this domain become managed. The only one who can make changes to these managed accounts (like email changes or deleting an account) is an organization admin. You won't be able to delete the second account you created, and even if you had access to the first account right now (with the email alias) you wouldn't be able to change its email.

I can see who the admins are, but I cannot share names here as it's a public space. I will create a support ticket for you using your official email address. This ticket will be visible only to you and Atlassian staff and we can share the names of the admins in this ticket. You will receive shortly an email with a link to the ticket. Please feel free to let me know just in case you haven't received it, I can post the ticket URL here (its content won't be visible to anyone other than you and Atlassian staff, even if they have the URL).

Kind regards,
Theodora

[Amanda Caton]

Theodora - I went in and deleted the <official_email> account but he will still not be able to log into bitbucket because of SSO - right? So how long do I have to wait before I can update his email that currently says <email_alias> to be <official_email> and have him be able to successfully log into bitbucket via SSO?

[Theodora Boudale]

Hi Amanda,

Thank you for reaching out.

I can see that the account deletion has been initiated. It will take 14 days from the moment you initiated the deletion until the account is deleted so that you can update the email address in the other one. I'm afraid there is no way to expedite it and we cannot delete it from our side either (we have a feature request that you can vote for here: https://jira.atlassian.com/browse/ID-7244).

If your SSO provider doesn't allow login with Ted's email alias, then he won't be able to log in until then. If you can configure your SSO provider to allow login with his email alias, then it should be possible.

Just a heads up, I removed the email addresses from your post to comply with our privacy policy.

Kind regards,
Theodora