Hello! How can we recover an Account when the 'Forgot password' is not sending a reset password link

[Therine Rodriguez]

We have a colleague who is attempting to access our posts on Atlassian/Knowledge Base. 

They are unable to access it because they are asked to sign in. They have forgotten their password, and each time they click 'forgot password' they are not receiving an email to reset their email. 

Is there a Support email we can contact to check the backend of their account? 

[Kathy Hart]

• First step, you should go to user management and check that the email in the system for them is correct. (You must be an Org admin to do this)
• Once that is confirmed, you can "Prompt reset password" from the admin side. Sometimes this works when the "forgot password" link seems to not work. 
• If that also does not get delivered, then the user should check their spam or quarantine for their email. 
• If none of that works, you can enter a support ticket with Atlassian which you can get to by going to the ? in the top right of your Jira screen. This pulls up a menu where you can select "Contact Support" 
• If you use the ? link in your instance, when you get to the portal, it will recognize your organization and make the process a little easier. 

TLDR: Support link is: https://support.atlassian.com/contact/#/