Admin left our organization and we need to change our admin

[Henry Zheng]

Hi all,

The admin for our Jira service no longer works for our company, and his Atlassian account is deactivated. As a result, no one is able to submit a ticket within the Jira system. 

We tried to address this issue through the Support page, but it directed us to this forum. Please advise on how we can assign a new admin for our organization. Thank you.

[Andy Heinzer]

Hi @Henry Zheng 

Sorry to hear that it's difficult to create a support case with us.  Could you please let me know the organization Id or the Atlassian site Cloud URL?  Currently I can see you are the site-admin of a Cloud site, but it might be that I'm not seeing the site/org that you are referring to.

You should still always be able to create a support case with our Billing team, but it might not always be obvious how to do that.  You should still be able to use the link https://www.atlassian.com/company/contact/purchasing-licensing

But you might need to click the "Need more help?" option to be able to submit this to our team.  If you are unable to do that, please let me know the site in question and I can create a support case on your behalf.

Andy

[Henry Zheng]

Hi Andy,

Can you create a ticket on our behalf?

The url: innfact.atlassian.net

Thank you

[Andy Heinzer]

I see you have created a support ticket in https://getsupport.atlassian.com/servicedesk/customer/portal/35/CA-3589169

That is the channel to use for this request.  I recommend following up there.

Andy

[Trudy Claspill]

Hello @Henry Zheng 

Welcome to the Atlassian community.

This is a good example of why there should always be more than one person with Organization Admin access for a company's Atlassian Cloud Organization.

Is your company using a Free subscription or a paid subscription?

Was that person also the only Technical Contact, Billing Contact, and Product Administrator? Those people should also be able to raise a support case if you are using a paid subscription.

A member of your team should also be able to go to the Billing/Licensing/Purchasing Support page to open a case since this tangentially relates to those topics.

https://www.atlassian.com/company/contact/purchasing-licensing#/

Was the admin using an Atlassian Cloud account linked to an email address provided by your company? If so, then your company should be able to reactivate that email address and use that to login and add other people as administrators.

If the admin was using a personal email address that your company does not control, that makes things more challenging. Your company would have to prove to Atlassian that the company owns the site rather than that individual.

[Henry Zheng]

Hi Trudy,

I think the person was also the only contact for all the Atlassian activities.

Normally, we log in our Microsoft accounts, but when we tried to log in through the old admin's Microsoft account, Jira's website showed that his account was deactivated.

Is there anyone that can reactivate the old admin account? 

Thank you very much

[Trudy Claspill]

Was your company provisioning the users in Atlassian Cloud based on an integration with Microsoft system? If so, have you reactivated the account in Microsoft?

Be advised that I am not an Atlassian team member, so I have no access to your company's account information or any sort of administrative/support access to the Atlassian Cloud ecosystem as a whole. If you want to address this with Atlassian team members directly, I recommend you go to the Billing/Licensing/Purchasing support page to open a support case.

[Henry Zheng]

HI Trudy,

We reactivated his Microsoft 365 account, but it was Atlassian that prevented us from signing in.

We have also tried to use Billing/Licensing/Purchasing support page to open case, but the options did not allow us to open a case, because the old admin was the point of contact.

Thank you for all your advice.