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Had to log into Atlassian, logged me out of Trello and now I am not part of our Trello team.

I am the admin for our company Trello account.  I needed to edit the users, but it made me log into Atlassian first.  After logging into Atlassian, it logged me out of Trello.  When I logged back into Trello, it is acting like I have never been a Trello user and is wanting me to start a blank, new board.  Using the exact same email, now I cannot access our Trello boards.  Tech support has been amazingly poor thus far and said they couldn't figure it out and have not responded in over a day.  Their last response was that my user id is lost between Atlassian and Trello.  Has anyone ever experienced this and been able to fix it?    

2 answers

0 votes
Ryan Atlassian Team Jun 18, 2021

Hi Jeff,

Ryan here from the support team, it seems that you haven't been receiving our responses in your support tickets, so hopefully we can help you out here.

It looks like your account isn't connected to an Atlassian account correctly yet. Therefore, you'll need to complete these steps to complete the migration and log in. I've sent an email to you now with the subject "Action required: Connect your Trello account to Atlassian". Can you check your inbox and any spam folders for this? Once you find it, copy the link out of the email and post it into an incognito browser window - this will help to make sure nothing conflicts with the migration process. If you're asked to log in to your Atlassian account at any time, use your email address and password for this rather than any social logins.

If this doesn't work out, let me know and we can figure out an alternative to get you back into your account.

Thanks,
Ryan

0 votes

I think you have two accounts here and Trello is treating them as separate entities.  I managed to dodge this particular bullet myself when my various Trello accounts were moved over to Atlassian accounts, but I've seen other people run into it.

Let's step through the first part of the question:

>I am the admin for our company Trello account.

Ok, at this point, you have an account that is related to (or owned by) your company.  This has access to your company Trello

> I needed to edit the users, but it made me log into Atlassian first.

So you now need an Atlassian account to get into Trello.

>After logging into Atlassian,

This implies your "company account" is not an Atlassian account, and so you have logged in with another entity - your Atlassian account

>it logged me out of Trello.

Yes, there's a long standing problem that a browser session can only sustain one Atlassian account login at a time.  So your login to your Atlassian account has dumped your session information from the company (now) Atlassian account

So, you're now logged into Trello with your Atlassian account, and not your company Atlassian account.

>When I logged back into Trello, it is acting like I have never been a Trello user and is wanting me to start a blank, new board.

Yes, that's because your own Atlassian account hasn't used it before.

What you need to do is log out of your Atlassian account, and re-login with your company Atlassian account.

(Don't get me wrong, whilst I'd say this is broadly correct behaviour, I don't like it - the communication is poor and the inability to have more than one active Atlassian account in a session is pretty dumb - google have handled it for years, so we know it's not exactly hard)

Hello Nic,

The part I am confused about is that my company account and my Atlassian account both use the same email.  How can I log into Trello with my email when it is the same email used for Atlassian?  If I log out of Atlassian and Trello, and try to log into Trello, it has assigned me a new username tied to my email and gives me blank boards.  This is the last I heard from support:

***

Ahh, I see what you mean, and I see the other account now. There's a snag with the email assigned to it now though. I believe this is somehow related to how Gsuite works with Atlassian accounts, but unfortunately I don't have access to the tools to fix it.

I'm going to loop in a colleague that can hopefully help provide a bit of insight. Are there any other admins of the Team you are managing? If so, I'd suggest to ask them to add your new account (jeffseal3) to that Team in the interim while I get more information on this with a colleague.

Let me know if you have any other questions, or if there's anything I can do in the interim.

Also, remember when Trello support was AMAZING before they were purchased by Atlassian?

You can't have two Atlassian accounts with the same email. 

The Atlassian account you are using to access Trello now is not one that has been granted access to your company Trello boards.  If you want to carry on using that account, you will need to get one of the admins to add it in, then the company owned boards will appear.

 

I remember Trello support being excellent, but I've not noticed any weakening.  If anything, they improved - I had a number of clients have had problems that Trello didn't fix, but got fixed after Atlassian took over.

Nic this is the frustrating thing - the email used for my Tello account is absolutely my company email.  I receive all my bills to the email, have a history of almost 5 years using the same email.  The tech support guy said my username is lost between Atlassian and Trello.

As for tech support being stronger, here are my arguments against it that:


1. I have zero ability to call them and get someone on the phone like I used to.

2. I am completely offline - a major roadblock and I have not heard back from support for almost 2 days now. The only time I did hear back was that they didn't know how to fix it.  

This was never my experience before Atlassian but I suppose it may be different for everyone.  Anyway I appreciate your thoughts on the issue and how to resolve it, it just isn't the fix apparently.

I just checked into this and it looks like we sent you some updated info recently.  Were you able to get in?

"Could you try going to https://trello.com/login and logging in using your j***.s***@p***.com email address? Let me know how it goes, or if you don't see all the boards you need."

Hello Michael.

The last info I received was 1/12

This is what I am currently getting when I log in?

I'd absolutely love to get this resolved and get back into our account so if I've missed a communication please let me know. I will double check the company filter to see if it got held up, thought I don't think it would since I've already gotten email from your teams.

Screen Shot 2021-01-14 at 3.31.42 PM.png

We sent you emails today (after 1/12) that you should have received and the trello app looks like it just sent you one too. 

Cody is going to try to email you directly from Cody’s work account to see if you get it (not through our support system)

Here are the last email I have, and I checked the org spam filter but do not see anything.  I will keep watching to see if it catches it but I have not seen anything come through.  I did just get an email from Cody however so this is fantastic.

 

Thanks.

All good now Jeff?

Like Jeff Seal likes this

Michael, Cody was a boss and got it straightened out.  I'm still uncertain what happened but we laughed, we cried, he conquered.  Thanks for the help.

@Michael Pryor  Atlassian logged my account out again and I cannot get back into our boards.  I submitted a ticket a few weeks ago and never heard back.  Any recommends on getting support?

Can you log in? If not, can you show me your email that you are using (you can edit out some characters so you don't have to post the full thing, like micha******or@gmail.com ) and what is the error or steps that are resulting in "cannot get back into our boards"? like do you end up logged in, but can't see the boards? do you get a trello application error that says you don't have access? or do you just get stopped at logging in?

I am using my company email, but it forced me to convert my account again, now when I log in it shows my email as (seal+duplicate.xyz.com). When I log in now, I no longer have access to all our boards and I'm starting from blank.  This happened once and I had a tech support person do something and I was reverted back.  I have sent messages into tech support but have never heard back.  Super frustrating.

 

This is what the support form said after submitting but now follow up email.  It's a black hole.

 

Screen Shot 2021-06-17 at 1.05.55 PM.png

I would go to id.atlassian.com and log in with your normal jeff.seal@company email address and then visit trello.  I'm not sure why you have the +duplicate account, but sounds like it is an empty shell account.

Why you didn't get our response from back in May for ticket 59878, I don't know.  I've asked support to see if they can figure anything out ...

Like Jeff Seal likes this

(There's some weird mail error messages from your company's email server on your duplicate account email address which might prevent it from receiving email: 

SMTP; 554 5.4.14 Hop count exceeded - possible mail loop ATTR34 [**.protection.outlook.com]

Unfortunately I cannot parse that to know why it's helpful other than our mail server won't talk to your mail server it seems (this doesn't appear on your normal email address).

Like Jeff Seal likes this

Strange. I am getting email from here, not from the form.  We may have a stringent filter perhaps.  I'll try what you suggested above.  I really appreciate it.  I'll let you know how it goes.  Thanks for your help Michael!

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