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Verification email not sent - sourcetree

I have raised a support ticket CA-509065 for which I need faster suppport

1 answer

1 accepted

1 vote
Answer accepted
Ana Retamal Atlassian Team Jul 24, 2018

Hi Shubhangi, welcome to the Community!

We've checked our system and I could see your details were updated correctly, but you still need to make yourself the primary contact. To do so you need to follow the step 4b from the article How do I update the contacts for my Atlassian products.

We've also checked our mail system and there was a mail stuck there, we have deleted it. Please try getting the verification email again

If you're still unable to receive the verification email, please let us know where are you trying to log in and how are you requesting the verification email so we can continue helping you.

Kind regards!


Hi Ana,

Thank-you for looking into this issue. As suggested by you, I tried logging in but I did not receive verification email. I have a primary account registered for Sourcetree. I want to change primary contact with another contact having different domain. When I try to login with new contact I do not receive verification email.

Ana Retamal Atlassian Team Jul 27, 2018

Hi Shubhangi, you haven't told us to which product are you trying to log in and where are you asking for the verification email. Please send us a screenshot so we get a better idea of the problem. 


I want to change primary contact with another contact having different domain. When I try to login with new contact I do not receive verification email.

I'm not sure I understand what you mean. If you want to change the primary contact for your Atlassian products, you can follow the steps at How do I update the contacts for my Atlassian products?

Hope that helps!


Hi Ana,

If you check my previous message, I have mentioned Atlassian product name which I have to use that is SourceTree. Also, I have mentioned all the details in the ticket I have raised and I have also attached ticket number here. 

I did follow the steps to change contact but I do not receive verification email on new contact. for SourceTree.




Ana Retamal Atlassian Team Jul 30, 2018

Hi Shubhangi, I've checked the ticket and read this message, but we're still lacking information we need, you need to be more precise if you want us to help you.


We know you're using Sourcetree, but Sourcetree doesn't have a button to send verification emails, so you must be requesting a verification email from a different product, maybe Bitbucket? Please send us the screenshot we requested so we can see exactly where you are. 

Also, you said you wanted to change contacts, which is done in, this gives us another service you might be referring to. Please clarify where are you being prompted for a verification email.

If all you want is a license, Sourcetree no longer needs a license file, since 1.7 the license is no longer necessary. You just need to register with an Atlassian account when configuring on launch. Where/when were you prompted for a license?

Lastly, Sourcetree is a free product and it doesn't provide assistance via the Support portal, only via the Atlassian Community. The Atlassian Community is free of SLA as you can see at Atlassian Support offerings, we'll try to assist as fast as we can, but this is not always possible.



We look forward to your response.

Kind regards,


Hi Ana,

Thanks for your faster response. I have a primary account for sourcetree but I wish to change it to contact with another domain for which as per Atlassian guidelines I will have to signup to new contact to make it primary contact.

When I do so I get a screen that prompts to send verification email on new contact address but havent received any. I tried uploading screenshot but unable to upload file not sure why?

Let me know if I can send you screenshot via email?



Shubhangi Gaddam

Ana Retamal Atlassian Team Aug 13, 2018

Hi Shubhangi, apologies for the delay! 

We've checked the mail system and we could see there was an email stuck there, we fixed it so you shouldn't be having any issues now. 

At this point, we are not sure if the steps are being followed correctly, from our side we can not see that the new email address has been added to Can you send a screenshot to your support ticket CA-509065 so we can have a look and get a speedy resolution? In case you want to double-check, you can find the steps at How do I update the contacts?

Let us know!


Hi Ana,

Thanks for resolution. I received verification email and could proceed further.


Shubhangi Gaddam

Ana Retamal Atlassian Team Aug 17, 2018

Glad to hear that, Shubhangi!

Have a good day,


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