Account Email Change

[Tyson orth]

I have requested to change my email address and never receive a confirmation email to complete the change. I've tried numerous times on numerous days with no emails hitting the inbox or junk folders.

How can i resolve this?

[Tansu Akdeniz]

Hi @Tyson orth 

Welcome to the Atlassian community!

The Atlassian support team has been notified and they will reach out to you.

[Renato Fagaraz]

Hi @Tyson orth !

I took a look into it, and it seems like things might have sorted themselves out since you've recently logged in. That's great to see!

I checked the email logs, and it looks like our emails were indeed making their way to you, though there might have been a slight delay at some point. If you’re still having any trouble or if something else pops up, feel free to give us a shout!

[Tyson orth]

Hi, 

Nothing has been rectified; I still haven't been able to receive the verification email. I have checked all folders—spam, junk, inbox, etc.—and nothing. I have received the notification of potential change email to my original email but nothing to the new nominated account to finalise the change.

[Renato Fagaraz]

HI @Tyson orth !

Oh, I see! Would you mind doing a quick test? Could you try going to https://id.atlassian.com/login/resetpassword?application=trello and trying to send a password recovery to the email you're trying to change into? 

My guess right now is that you already have an account under that email, which would prevent you from changing your first account into that one, as well as receiving any confirmation message.

If you don't have an account under that email, nothing will show up when you try to send the password recovery.

Let me know how this test goes before we try any other steps!

[Tyson orth]

Hi

Yes, the new email was linked to a previous account; however, we deleted the account. 

Just resent and still nothing

[Renato Fagaraz]

Hi! 

There is a 14-day grace period following the deletion request, during which the account will appear as temporarily deactivated, so if you deleted before then, the email won't be available for another account to move into. 

Did you try the test I suggested? 

[Tyson orth]

Hi Yes i try the test and it just activates the old account.

Is the a way to remove the 14 day grace period to get this sorted as i will loose access to the current email prior to than

[Renato Fagaraz]

At least we know what the issue is!

There unfortunately isn't a way to cut down the 14-day grace period. As a workaround, I'd suggest that you could use a third email address (one not associated with either account) and change the email address on your recently reactivated second account to this new one. This would free up the email address for your original account.

Otherwise, since we can't expedite the deletion process, you would need to wait for 14 days from the deletion request for it to be completely deleted. Once that occurs, you can update your email on your original Trello account.

I hope this helps clarify your options. If you have any more questions or need any help, please feel free to ask.