Unable to change managed user account email

[Yatish Madhav]

Hi, I am trying to change the email domain of 2 of our users to the new domain that some of our users migrated to last Nov. I expect to change the email to the verified domain, they get an email to verfiy on the old email and a notification on the new email, and then the email address would be updated ... currently, I am getting an error stating "You are unable to change the email address of a managed account to another domain that is not managed by your organization." the now and old domains are both verified. Please assist. Thank you

[Yatish Madhav]

Hi  - any update on this please? Thank you

[Prince Nyeche]

I believe you need to pay for it to be able to perform changes. Probably back then it might have been on trial.

[Yatish Madhav]

Thansk @Prince Nyeche - Hmm it might be the case. This is unfortunate. That means we may be better off not verifying a domain and managing user accounts.

[Prince Nyeche]

Hey @Yatish Madhav 

Are both domains verified under the same organization or verified on different organization? 

[Yatish Madhav]

Hi @Prince Nyeche - thanks for the quick reply. Both domains are verified on our instance - I am ont sure if the 1 of the 2 domains is verified on another cloud instance. Thank you

[Yatish Madhav]

Hi @Prince Nyeche - any update or workaround? Or do you understand what the issue is? Thank you

[Prince Nyeche]

Hey @Yatish Madhav 

Sorry, I must have missed this notification. Can you show me a screenshot of both domains verified on your instance as shown in the image below. Please mask the domain name, I just want to confirm that both verified badge of domains is showing from your end under "status".

There are two possible explanation here:

1) Your domain is being used in another organization owned by your team and not managed in the same organization directory.

2) Your domain appears as verified but the verification used on it has been delinked E.g. The HTTP file that was used to verify the domain has being removed from the root directory of the domain and this hasn't reflected on your UI.

[Yatish Madhav]

Hi @Prince Nyeche - no worries. Thanks for the reply.

See below. Note that we have not claimed the domain that were want to change the email address to as users with that email are on another Jira instance that we are planning to migrate to. We also dont want to claim them since we are migrating to that instance.

I had a look if the TXT record is still available on all the domains and they are.

Referrring to the 1st option, I wonder what changed since 3 or 4 months ago - as I did this for many users (i.e. go to the profile, change the domain and they got emails to notify and verify it for the change) after we changed our emails from the old to the new. New one being on the other Jira instance. I have requested the admin as to what their verified domains look like and if that changed at all.

Please advise?

[Prince Nyeche]

Hi @Yatish Madhav 

Thanks for the screen shot, referring to this statement

Note that we have not claimed the domain that were want to change the email address to as users with that email are on another Jira instance that we are planning to migrate to.

I think that's the problem. If you were to request change of email while on Atlassian access, both domain must be claimed under the same organization. The way to go about this when having multiple Jira instances with different url, is to merge organizations into one that way, you can manage multiple instances. In this case, easily manage different users with different domain suffix. I believe the error Atlassian cloud mentions should be checked by the admin where the verified domain is. Look at this article of transfer of organization, I think this will help you with the concept around this process.

[Yatish Madhav]

Thanks Prince. Sorry for the delayed reply ... OK so if we are not on Atlassian Access - have never been on it. How would we get a user to change their email address to one of the above? Note that we would not like to claim accounts I.e. currently it shows this if they try:

Your account is managed.

Contact your administrator to change your email address.

The thing is in Oct/Nov 2020 I have managed to change their address and they got the email to verify it to change. Not sure what has changed for me to not be able to do this anymore. Please advise?

Thank you in advace

[Prince Nyeche]

I think you need to be on Atlassian access to use those features (of email change) and definitely, since your domain is already claimed, those users can't manage their own profile anymore.

[Yatish Madhav]

Thanks Prince. Hmm that is a little frustating. As we have the account verified and claimed, managed by us administrators ... and the new domain verifed as well. But for us to change the account (or even fix an incorrect email address if that is the case), we need to unmanage it entirely OR pay for Atlassian Access to allow this?! Is my thinking correct there?

If we manage it, surely we should be able to change it even if it requires the user to confirm and verify - like we could in Oct/Nov 2020

Thank you