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Vendor can't change their email address

Our Vendor "1 Solutions" is changing their email address from to a new email address: 

They can't seem to change their email address. I have logged in to Administration, found their User and did the "Suggest Change" option and entered their new email address.

On their current email address: - they receive a notification letting them know that "We've noticed you've recently changed the email for your Atlassian account. To conirm the change, please check to verify this address and complete updating your account." It says that an email is going to their new email to confirm the change: The problem is - that last email never arrives. We've checked the spam folders along with the Inbox. 

What should we do?

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