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Duplicate Atlassian account created when claiming account in a verified domain.

Jean Diaz
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May 21, 2024


We have our helpdesk from Halp along with all of our tickets migrated to JSM. Once the tickets were migrated, all of our internal customers mentioned in existing tickets had accounts created.

We're interested in Atlassian Access and are on a trial, after verifying our domain, we claimed one test account. This test account had one of its tickets migrated, and an account created for it during migration.

Once we claimed that account, we now see two Atlassian accounts with the same email. SSO logs in account B, and Slack/email ticket creation and notifications go to account A. Both account A and B have the same names and email address.

Is there a way to merge these accounts or a setting to look for when claiming the accounts so that the new claimed account inherits the old account with the same email address?

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Nadhila Savira
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
May 22, 2024

Hi Jean,

This is Nadhila from Atlassian. It looks like you have created a support ticket with us as well, do you mind sharing the solution with the community once the issue has been solved?

All the best with the support case, and good day!

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