Cannot verify domain: "Someone already verified this domain under another organization."

[Birger Skogeng Pedersen]

Hello,

First of all, my ultimate goal here is to enforce two-factor authentication for the users in our organization. To do that, I was instructed (by a online tutorial) to

* go to admin.atlassian.com,

* Security (top menu)

* Authentication Policies (left menu)

Then it says I need to "verify a domain". I copy the TXT to our domain provider, but after I add our domain name and click "Verify domain" it gives me this:

"Someone already verified this domain under another organization.

Ask an admin of that organization to remove the domain. If you're not sure who to ask, contact support."

And I don't understand. I thought we (or, I) already verified our domain previously. Because I can see that I have added the TXT to our domain provider, previously. And I seem to remember doing this (but it's been a while).

If we already verified the domain, why do we have to do it again? And if we didn't, who "hijacked" our domain name on Atlassian?

Please help.

[Andy Heinzer · Accepted solution]

Hi Birger,

I understand that you are wanting to claim the domain of your current email address @d****.no but are unable to.

That error message you received is accurate.  Another account has already claimed that domain.  Looking at the email address of the organization admin that claimed that domain, it appears to be an address that is very similar to yours, but from a different domain (gmail). 

Do you happen to have gmail account that you might have used to claim this domain already?  If so, you need to login with that gmail account to https://id.atlassian.com (perhaps in a private/incognito session), and from there you can visit the https://admin.atlassian.com site. From that session you could then enforce 2FA across all the users of your domain, but moreover, I would recommend that you add your other account as an organization admin per Make a user an organization admin. 

I hope that helps.

Andy

[Birger Skogeng Pedersen]

Hello Andy,

Yes, it all makes sense now :-)
Thanks for your help!

Birger

[Max Foerster - K15t]

Hey @Birger Skogeng Pedersen,

Are you aware of any other instances of Atlassian products used in your company that are not managed in the organization you are managing but in a separate one? I'm not too deep into the domain verification process to rule out an error here, but the instructions in the message are straightforward, and I would follow them. If the domain has been verified, it must be removed from the other organization. Only the support will be able to provide that information where it has been verified. So you should reach out to them and wait for a response. 🤷🏼‍♂️

Best, Max

[Birger Skogeng Pedersen]

Hi,

I don't think there any other Atlassian products registered for our company. I suspect that the error here is that we already verified our domain (for Confluence) but for some reason the verification process stopped in limbo...

I did reach out to atlassian support. They sent me here (sigh).

[Max Foerster - K15t]

Ah I see, you're not paying for the applications at the moment and are on a free plan? If you want to enforce 2FA you have to subscribe to Atlassian Access. So I'm wondering how you end up here. With that subscription, you should have full access to the Atlassian support.

[Birger Skogeng Pedersen]

Yes, we're on a free plan, but from what I read previously we need to pay to get 2FA to work. So our idea *was* to start a paid subscription but I'm not convinced. Even if we started paying for Confluence we probably can't enable 2FA because of this issue.

We have found an alternative solution to host our docs, until we wait for Atlassian to help out.

[Max Foerster - K15t]

So you opened a ticket with Atlassian for this technical issue here: https://support.atlassian.com/contact/#/ and they send you to the community?

[Birger Skogeng Pedersen]

That's correct. I opened a ticket with support for this issue, and this is the reply I got:

Hello Birger,

Thanks for reaching out. My name is Annissa from the Billing and Licensing team and I’m here to help.

Your ticket has been routed to our team to verify your support eligibility. In review, your account receives exclusive support from our online Atlassian Community.

On the Community, we have dedicated Atlassian Support staff and Community Leaders ready to help. Additionally:

We have thousands of questions and answers per month in our community, with community members who’ve been working with our products for 10 years or more!
As Community Support is the only channel available for our Free and Starter license users, we make sure to pay special attention to getting to these requests.
If you haven’t already, please create a post with this issue on the Community so a community member will help you soon.

Have a great day!

Kind regards,

Annissa
Customer Advocate | EMEA

[Max Foerster - K15t]

Good morning Birger, let me try to get someone from Atlassian to have a look at it.

[Birger Skogeng Pedersen]

Hi Max,

The issue is resolved. Thank you for the assistance.

Birger

[Max Foerster - K15t]

That's what the community is for. 🤘🏼 😄 I'm glad your problem could be solved.

[Ian Ball]

Hello,

I am having the same issue. Is there a way I can resolve it through the community?

Thanks,

Ian

[Andy Heinzer]

Hi @Ian Ball 

I can see that the domain of your email address has already been claimed.  Your organization admin is Logan Byrd.  I would recommend reaching out to that person within your organization.

For other users that come across this, I'd recommend creating a support case over in https://support.atlassian.com/contact and select My Account > Other.  If you can provide the URL of your Cloud site this can help us.  Your request should let us know that you are looking to find the names of your organization admin.  These are the users that will have control over which domains have been claimed within an organization.

[Ian Ball]

Hello Andy,

Thank you for the quick response. Unfortunately, Logan Byrd is no longer with my organization. What is the process to change the admin for the organization?

Kind regards,

Ian

[Andy Heinzer]

@Ian Ball In order to recover the organization, we need to have a support ticket. I created one on your behalf over in https://getsupport.atlassian.com/servicedesk/customer/portal/11/BBS-196503

You should be able to access that support request to further this.