how can an non-managed account change its email to a managed domain name?

[Jay Keck]

I'm on the cloud and have several accounts with emails of x.com, where x.com is not a managed domain name. Now we have created email accounts for these users under y.com, where y.com is a managed domain on our jira instance. When the user tries to change their email to y.com, they're asked to enter their password, but then an error email is sent to them saying that the password couldn't be changed since there is no account registered with user@y.com.  That's correct, because that's what we are trying to change our existing account to. 

So the question is, how can a owner of a non-managed account change their email address to one of a managed domain name?

Thanks,

Jay

[Angélica Luz · Accepted solution]

Hello Jay,

Thank you for getting in touch with Atlassian Community!
If this new email does not have an Atlassian account, they can change it on https://id.atlassian.com.
They will receive an email on user@x.com to confirm that they want to change the email to user@y.com.

Please, give it a try and let us know how it goes.

Regards,
Angélica