Unable to access old boards after account merge

[Ana Velázquez]

Hi, 
Something’s gone amiss with my trello account as i was requested to do a merge on Friday, after i clicked the email invite and signed in with SSO, all my old boards are missing. My IT team has said that i should request you to disassociate my ‘old’ account with our Enterprise due to your email address changing. 
My old account address was aandreato@expedia.com , and my new account address is aandreato@expediagroup.com 
Essentially, i just need my boards back. Could you please go ahead and disassociate my old account from the enterprise. Thanks

[Laura Holton _ACE Rotterdam_ · Accepted solution]

Hi @Ana Velázquez  👋

Welcome to the Community! It's worth taking a look at Trello's article on 'Merging and splitting multiple Trello accounts'. Apart from this, I would look to get in touch with Trello Support directly as they will be the only ones able to do what your requesting. 

You can raise a support ticket here, from the drop down make sure to select Account Issues >> https://trello.com/en-GB/contact

I recommended this to your colleague earlier today too. I hope this helps but if you have any other questions just ask away 😃

All the best,

Laura

[Ana Velázquez]

Thanks. That's what I tried doing; however, I do not have the option to reach out to Trello support, I can only either ask a question to the community or view documentation, even though I clicked on Contact support and not Go to community...

 

[Laura Holton _ACE Rotterdam_]

I'd potentially recommend selecting trouble logging in as this option will allow you to raise a support ticket. Are you able to log in via both email addresses or just one? 

[Ana Velázquez]

I have done as suggested and the ticket went through so thanks a lot for your help! I'm able to log in via both, but cannot access my boards with either.

[Laura Holton _ACE Rotterdam_]

I'm pleased I could help and hopefully you'll hear something from Trello Support soon. In the meantime, are you able to check if your boards have somehow ended up in the 'Closed Boards' section or have they completely vanished?

[Ana Velázquez]

They're not in the Closed boards sections; however, they haven't vanished either as my colleagues can still access them, so it means it's only my access that has issues

[Meredith Plumb]

I believe this is a bigger issue. Many people on my team have the same issue - I know of 5 on my team and then someone else commented on my previous post to get help. When the Merge happened it kicked us out of the Enterprise Server. It says our accounts are waiting to be added to the Expedia Group server by an Enterprise Admin. This has been down for two business days and we need to get into the project boards to continue work. Thank you

https://community.atlassian.com/t5/Trello-questions/After-migration-cannot-access-boards-that-I-am-the-admin-for/qaq-p/1904423?utm_campaign=accept_as_solution_reminder&utm_content=view-answer&utm_medium=email&utm_source=atlcomm#U1906441

[Laura Holton _ACE Rotterdam_]

Hi @Ana Velázquez, it's a nice reassurance that your colleagues can still see the boards, I must say I was hoping they might have been hiding in the closed boards. It may be worth asking one of your colleagues, particularly if you need to access it at the moment, to see if they can re-invite you to the board?

[Laura Holton _ACE Rotterdam_]

Hi @Meredith Plumb 👋

Thank you for the screenshot, that's actually really helpful, do you know who is your Trello Enterprise Admin in your organisation? The request has likely gone to them and you may just need to give them a nudge - they have access to Enterprise Admin Dashboard which is where your request will be found (just in case they're not aware).

I hope this is resolved soon for you!

All the best,

Laura

[Ana Velázquez]

Hi Laura, my account is now working, thanks for your help! 

@Meredith Plumb following the ticket I opened yesterday I had an email this morning stating my email address linked to my account and this time it worked, I just had to delete my cookies, cache, etc. Hope this helps!

[Laura Holton _ACE Rotterdam_]

I'm so pleased it's up and running again for you @Ana Velázquez 🙌 

Happy Trello-ing!

P.S. To help other Community members looking for the same solutions you can accept the answer above.