Is it possible to change account email when its being used on another instance?

[Steph Sjostrom]

Our company has been acquired and everyone has received new email addresses. The new company has their own Jira instance and has already added many of us to it (with the new emails). As a result when we try to update the email on our own instance we're getting the 'Your email change request could not be processed because <email> is already associated with another Atlassian account."

Is there any way we can get around this without having to create new accounts?

[Ben Kelley]

Ah this is a tricky one. The mapping between an email address and a unique Atlassian account is 1:1. That's why you get that error message. Essentially now you have 2 accounts, one with your old email address, and one with your new one. It's telling you that you can't use that new email address, because that belongs to someone else (the "other" you).

My suggestion is probably to create a support request to see if support are able to fix this for you.

Other alternatives would be to invite the "old" email addresses to the Jira instance, delete the accounts created with the "new" email addresses, and then change the email addresses from the old accounts to the new address. Note that there is a grace period after an account is deleted before that email can be re-used, so this may not be a quick process. It's probably better to start with a support ticket.

[Steph Sjostrom]

Thanks for the response and suggestion; I'll try a support ticket.