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Users try to update emails, but get an "email is already taken" message

Hi there. We recently merged two companies and therefore their jira and confluence instances. As a result, we've had users with two different email domains in there for a bit.

Now we've migrated email too, and I asked those users to update their Atlassian accounts with their new email addresses using the Atlassian account profile manager. Some are able to do so just fine, but some are getting notifications that their new email address is already associated with an account. Trouble is, I can't see any accounts with the new email addresses for those users. Doesn't seem to exist, so it's not like I can reset or delete them and have them update their account. What am I missing? Thanks!

1 answer

0 votes
carlosughini Community Leader Jun 15, 2022

Hello Katherine,

I completely understand how frustrated this might be.

Atlassian has a document that might solve this issue:

Please check the documentation above and let me know how it goes.

Best regards,


Thank you; I hadn't seen this document. I'll have someone give it a go tomorrow and see what happens.  :)

Like carlosughini likes this
carlosughini Community Leader Jun 21, 2022

Hey @KatherineM ,

Were you able to solve the issue with the information that was given?

Kind regards,


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