Unable to access Bitbucket account – email suspended, cannot receive verification codes

[SasaTom]

Hello Atlassian Support,

I am unable to access my Bitbucket account because the email address associated with it has been suspended and I can no longer receive verification codes.

Details:

• Email associated with the account: ******

• I still know my last password, but when I try to log in, the system sends a verification code to the suspended email.

• I cannot restore that email account, so I have no way to complete the verification.

• I need access to my repositories and projects urgently.

Could you please help me by:

1. Verifying my identity using alternative methods.

2. Updating my account to use a new email address (*****) so that I can log in again.

I can provide any additional information needed (repository names, past activity, or other proof of ownership).

Thank you in advance for your support.

Best regards,
Saša Tomljanović

[Mark C]

Hi @SasaTom

Welcome to the community.

Unfortunately, it is not possible for us to change any Bitbucket account's primary email on our end. Only the primary email is the one who can change the account.

For that, the best I can suggest is for you to reach out to the administrator who's managing the email to either enable it or re-create it (or at least do an email port-forwarding) for you to gain access to your account and change your email.

Regards,
Mark C

[SasaTom]

Hello Mark,

Thank you for your response.

Unfortunately, I was the owner of the domain used for my Bitbucket account email, but since the domain expired and was taken over due to non-payment, I no longer have access to it. There is no administrator or service provider who can recreate or re-enable that email account for me.

Because of this, I am completely unable to receive verification codes or manage the primary email myself. I kindly ask if there is any alternative procedure to verify my identity and regain access to my Bitbucket account, for example by providing proof of ownership such as repository names, past commits, or other activity history.

I would greatly appreciate your guidance on how I can resolve this situation, since I urgently need access to my repositories and projects.

Best regards,
Saša Tomljanović

[Mark C]

Hi @SasaTom

I see, unfortunately, it is not possible for us to change the email address on our end.

I checked your Bitbucket Cloud account with the same email you're using here in the Community, however, I didn't see any repositories that you owned or any workspaces that you're part of. It seems your Bitbucket account is empty.

Regards,
Mark C

[SasaTom]

Hello Atlassian Support,

I think there has been a misunderstanding. The account I am currently using to post here on the community forum is my secondary Atlassian account. That account has no projects.

My main Bitbucket account is registered under the email: REDACTED.

That account contains more than 30 repositories/projects which are critical for my work.

Unfortunately, the domain REDACTED has been taken away from me, and I no longer have any possibility to recover or recreate that email address. Therefore, I cannot receive verification codes to log in.

I kindly ask you to:

Verify my identity using alternative methods (I can provide repository names, past collaborators, commit history, SSH keys, or other ownership proofs).

Update the primary email of that account to my new email: REDACTED.

It is important to stress: I am not asking about this secondary forum account. I need access to the Bitbucket account tied to REDACTED.

Please advise me on the next steps so I can regain access to my repositories.

Thank you for your understanding and support.

Best regards,
Saša Tomljanović

[Mark C]

Hi @SasaTom

Thanks for sharing that information.

I understand that the Bitbucket Cloud account you mentioned does have some workspaces and repositories associated with it.

I want to let you know that, unfortunately, we’re unable to make changes to the primary email on any Bitbucket Cloud account from our side, as only the owner of that primary email has the ability to do so.

Given this, the best option I can suggest is to claim the old domain so you can reactivate the email and recover access to your Bitbucket Cloud account.

Regards,
Mark C

[SasaTom]

Hello Mark,

Thank you for your time and responses.

I eventually managed to solve my problem without Atlassian’s assistance. Luckily, I still had SourceTree installed on my machine, which allowed me to clone and recover all of my repositories locally without needing the suspended email verification. That was my main goal, since I urgently needed access to my projects.

Of course, it is unfortunate that I had to rely on a workaround instead of official support. I fully understand that Atlassian has its policies, but this experience clearly shows how restrictive they can be when a genuine account owner loses access to an email domain.

As a result, while I am grateful for your communication, I can no longer recommend Bitbucket as a reliable Git platform to colleagues or clients. In critical situations, the lack of flexibility and support becomes a serious risk.

Best regards,
Saša Tomljanović