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User has two accounts - Bitbucket sync issue

Alyssa Shane
I'm New Here
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February 21, 2024

Hello!  Our usual procedure for adding a new user to Bitbucket is not working properly.  In the past, when the new employee's email is created in Google, they are automatically added to Atlassian as a user and receive an invite.  The person responsible for Bitbucket is then able to also see the new employee as a user in Bitbucket and from there will add the new employee to the correct group so they will then have the correct access.  HOWEVER, this time, we could see the new employee in Atlassian under the users and he received the invite so he can access Jira and Confluence, but he never showed up in Bitbucket.  Could a sync be broken?  Did we reach a limit of some kind?  Is there a way to push a connection?  (It doesn't help that I have never been able to access Bitbucket myself...the 2-step has never worked for me but I have been able to rely on other to manage that side from a user and operations standpoint.)

Unfortunately, we then decided to try manually inviting the new employee to Bitbucket and he has now informed us that he sees TWO accounts.  One being the one that was automatically created when his email was created in Google and the other being the account connected to the invite manually generated to Bitbucket.  We need just one login/account.  

Please help us fix this issue!  Ideally, we need instructions on how to delete the manually created account, push a sync between Bitbucket and Atlassian and get him added via our usual process to Bitbucket...unless there is another way to fix this that we don't know.

Please note...I am not an IT person so I ask that you please use layman's terms when responding.  THANK YOU!

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Patrik S
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
February 22, 2024

Hello @Alyssa Shane ,

and welcome to the Community!

I noticed you have opened a support ticket with us regarding this issue, as you have an active Bitbucket subscription.

In this case, I would suggest focusing the investigation on the support ticket to avoid any confusion that may arise from discussing the same issue in multiple places.

Once the issue is resolved in the support ticket, feel free to share the solution here in the community if you feel comfortable with :) 

Thank you, @Alyssa Shane !
Patrik S

Alyssa Shane
I'm New Here
I'm New Here
Those new to the Atlassian Community have posted less than three times. Give them a warm welcome!
February 23, 2024

Thank you Patrik!  The employee was able to cancel one of the accounts. So, I believe for that new employee, we are fine.  I would still like help from Support to figure out why his account didn't show on Bitbucket when we were trying to add him as it should have popped over from Atlassian and didn't.  I will write to Support to update them though. 

Like Patrik S likes this

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