Hi Steve,
Just to give you some context, both JIRA Cloud and Bitbucket Cloud use Atlassian accounts (the ones for https://id.atlassian.com/) for authentication. This way users can have access to both products with the same Atlassian account.
From your description, it sounds like some of your users may have created an Atlassian account with the new email (the one from the new domain), which is why the email change is not possible.
I'm afraid that it is not possible to merge accounts. What needs to be done here is delete the second account (with the email from the new domain) in order to free up the email. When the account gets deleted, you can make the email change in the account with the old email.
Two things to note here:
- It will take 14 days for an account to get deleted, from the moment the deletion gets triggered. We give a 14-day grace period in case a user changes a mind about the deletion.
- If you have verified the new domain and the accounts are managed, then users cannot delete the new account themselves, but the deletion needs to be done by an Org admin.
You can read more about account deletion here:
https://confluence.atlassian.com/cloud/delete-a-managed-account-961259516.html
For those people that the new account already exists, I would suggest checking if they have by any chance created e.g. a new Bitbucket Cloud account as well or an account to another Atlassian Cloud product from your Organization details at https://admin.atlassian.com/. Deleting an Atlassian account will delete any linked accounts to Atlassian Cloud products as well.
If you have any questions or need further assistance, please feel free to let me know.
Kind regards,
Theodora
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