How do I help a user change her email address? It's not working.

[Tracy B]

We're on a Cloud system. The user contacted me saying that her email domain would be going away soon. I used the user management menus to "Suggest changes" to her, so she could get the notification and change her email address herself. 

But when she enters the information, she got an error message saying her new email address was already in use! I searched the user list, but nobody else has that email. I am stuck. How can I force her email change to go through as a site admin? 

[Fadoua]

@Tracy B 

May be your user used at some point the email address you are trying to add to access Atlassian Website.

Enter a different address that the user can provide you.Once it is saved try again the address you are getting an error with.

I will suggest to try these steps in a Test environment first as I am not sure if they will work as expected.

Best,

Fadoua