Email Address Update Confirmation Not Received

[Steven Kenway]

I’m attempting to update the email address for one of our users in our JIRA Cloud account (free version), but the confirmation email for the update is not being received in the new inbox. As a result, the user is unable to complete the email address update process.

To troubleshoot, I’ve sent the update confirmation to two different email addresses, but neither of them have received the email. This appears to be an email deliverability issue.

Since we are on the free version of the JIRA Cloud product, how can we get assistance with this issue? Is there a way to verify whether the emails are being sent or if there’s a way to manually complete the email update?

Thank you for your help!

[Andy Heinzer]

Hi @Steven Kenway 

I created a support case on your behalf over in https://getsupport.atlassian.com/servicedesk/customer/portal/23/JST-1081619

If you could share more information about the user in question in that support ticket, I believe someone from our team can better help here.

Andy

[Nazarii Sobchuk _Grandia Solutions_]

Hi @Steven Kenway

If email doesn't work for some reason, the user should still be able to access https://id.atlassian.com/manage-profile/email and update their email address from there, unless their new email is already associated with another Atlassian account.

Regards,
Nazar

[Steven Kenway]

Thank you for the recommendation Nazar.

I have tried that solution and I don't receive an email for the pending confirmation.  The email address has not been associated with another account so I suspect there must be something else going on.