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Hi.

Our administrator is no longer available as sadly she has died.

We are on a trial version: one instance,one board

Is there any way to add some one else that role.

 

 

2 answers

3 votes

Welcome to the Atlassian Community!

I'm sorry for your loss. 

You'll need another admin to add someone else to the admin role.  If you don't have anyone else who has admin rights, Atlassian will need to do it for you.

Best thing to do is raise a request for that at https://support.atlassian.com/contact - select the "billing" option though, as you're on a trial, you won't have a support entitlement, but the team looking after potential customers will be able to swap your site contact over to someone else.

Also an Atlassian reading this question might be able to help more quickly, so I've asked for them to take a look.  It would be a real help if you tell us just the name of your site ( e.g. inglenook.atlassian.net ) - they'll be able to get your atlassian account that you've posted this question with set up as a new admin for your site.

0 votes

Hello @Ros Ingledew ,

Thank you for reaching out and we are deeply sorry to hear about your loss.

As Nic mentioned previously you can reach out to our billing and licensing team at https://suport.atlassian.com/contact to get started on an attempt to recover the account, but you can bypass the submission of a request entirely as we cannot make the change here on your behalf, and there is extremely limited information that we can disclose due to security constraints in place to prevent phishing attempts to access your data and PII violations.  Because of this, it will require you or a member of your team to access the previous admin's account to make these changes.

The main step to verify ownership of the account is gaining direct access to the e-mail account which also allows you to reset the user's login credentials to access the billing system and add in new admins as desired. the most important thing is that you will be required to verify all details about the account and verify access to the account to confirm ownership of the account by accessing the e-mail before there can be any transfer of access, and this will take some action locally and thus logs you into the system to give full access and make these changes locally.

You will need your local IT team to gain access to the previous admin's e-mail account to verify ownership and access the billing details, and then with access to the account log into the licensing details to make the changes from the existing account.  The steps are as follows:

  1. Reset the password to the previous admin's e-mail so you can access the user email locally
  2. Reset the user's Atlassian password by selecting the forgot my password link on the Atlassian login screen which will send an e-mail to the user's e-mail account with instructions to reset their password
  3. Once logged into the Atlassian Account Go to admin.atlassian.com
  4. Select your organization if you have more than one.
  5. Go to Billing, select your site name, and then select Billing details.
  6. Under Billing contact, select Manage Users
  7. Expand the SEN for the site to see the contact details
  8. Enter the user's e-mail that you want to add as technical or billing contact and Choose "Add"

Additional details for adding billing and technical contacts can be found here:

https://support.atlassian.com/subscriptions-and-billing/docs/manage-your-bill-for-standard-and-premium-plans/

Regards,
Earl

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