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Lost access to repository by accidentially associating email address with new user ID

I've lost access to all repositories that my cloud account previously had access to. 

I'm not sure how but I was forced into logging in through Google when logging back into BitBucket (my email is associated with a BitBucket account). During the login / register flow, I was asked to select a new username and after many frustrated attempts to log in I stupidly followed the request and created a new username.

After I completed this, I received an email:

Subject: [Bitbucket] Email address transferred to a new account

Email content:

Important information from Bitbucket

One of the confirmed email addresses (removed for privacy) associated with removed for privacy was removed because someone else verified ownership of the address on a different account. If you did not make this change, please email


The Bitbucket Team


I can login with my email address again but I can't gain access to any of my private repositories any more. When I attempt to access one of the repo URLs I receive a 404. Oddly, the repository links still display when creating this ticket which includes the repo I've selected as the 'problem' but the problem is all repos.

I still have access to Jira with the same email, just not BitBucket.

I have tried contacting but haven't heard back for 5 days. 

I would like to regain access to my previous username and I have deliberately not created any new repos using the new username. 

1 answer

0 votes
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
Feb 22, 2023

Hey Simon,

I have authored an article recently that specifically relates to your issue - please view this article and follow the instructions to fix this:

If you encounter any further issues, let me know and I will raise a support ticket on your behalf.


- Ben (Bitbucket Cloud Support)

Thanks Ben,

Unfortunately the article doesn't solve my issue.

I can run git commands successfully form my terminal (push / pull) but I can't see any workspaces in my account. Also, when I attempt to access a repo directly by entering the URL I receive a 404.

I would love a ticket to be raised if possible

Yikes, I'm logged into another account when sending these replies... this isn't the account I'm having issues with. 

@Ben sorry, this is the account that the original question relates to, not the account I responded with ^^.

For the life of me I can't figure out how to switch to another Atlassian account without completely logging out everywhere and then logging back in. My avatar is also identical apart from the colour so I'm easily caught out.

@Ben I haven't seen a ticket raised for this yet. I'm really hoping to gain access to the repositories soon, are you ok to move this forward? 

Thanks a lot,


Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
Mar 02, 2023

Hey @Simon Williams my deepest apologies, I have been away sick and missed your message. I've raised a ticket on your behalf and will communicate with you there.

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