Summary

• When you are using Bitbucket Cloud, there are a number of scenarios where the primary email address for your workspace will need to be changed so that this email address can be used for log-in purposes/receive email notifications, etc
• As the primary email address is associated with your Atlassian ID, you can change the email address in your Atlassian Account settings - however, this will only work if the new email is not already associated with an Atlassian Account
• This article will provide instructions for different scenarios and explain the steps that will need to be taken when/if a ticket is needed to be logged with support, to ensure a smooth and easy process if this should be required
• Essentially, if you are changing to a fresh new email that does not already have an associated Atlassian Account, the process can be completed from the Atlassian Account settings. If this is not the case, however, the process requires that you add the email address you wish to use as an email alias - so that support can upgrade the email alias to the primary email address so that it may be used for login purposes

Environment

To provide context to this article, there are two types of accounts/workspaces in Bitbucket Cloud - we will be focussing only on personal accounts for this article for the reasons explained below:

1. Personal Account: Every single Bitbucket Cloud user has a personal account, this may be in the form of a personal user workspace (deprecated) or a personal user account. These are used for authentication and are tied to a single Atlassian ID to provide access to all content on Bitbucket Cloud.

   1. The primary email address is used for login purposes, and only can be tied to a single workspace - meaning that if you wish to change your primary email address the following requirements are needed:

      1. The new email address must NOT be associated with an existing Bitbucket Cloud account, as mentioned previously - a primary email address can only be associated with 1 singular account

2. Team Workspace: This is a shared workspace, it is not tied to any singular email address/Atlassian ID and relies on user groups for access to the content contained within

Solution

The scenarios/solutions section below will differ based on whether or not you have access to the account in question and will be updated with new use cases as these are handled by support.

Scenario #1 - I have access to the Bitbucket Cloud workspace 

I wish to change the email address on my personal account, this is an email address that is not already tied to an Atlassian Account or existing workspace

1. Start by logging into your existing Atlassian Account on https://id.atlassian.com
2. Follow the steps contained within our article Change Atlassian account email address
3. As described in the article above, you will need to change the email address, confirm the new email address by checking the email sent to the new email address, and follow the steps contained within this email
4. Once verified, you will then be able to use the new email address for login purposes on your Bitbucket Cloud workspace

I wish to change the email address on my personal account, but this email address is already tied to an existing account

1. As there is no merge feature for Bitbucket Cloud workspaces, if you have repository data present you will need to first login to the workspace you wish to "merge" and refer to the steps in Transferring repositories and groups to a workspace to either transfer all of the repositories across to the main workspace or delete these if not needed (we do not have the ability to delete repositories due to our policies protecting user-generated content)
2. Once this has been performed, you will need to raise a support ticket at support.atlassian.com - this is because support will need to delete the unwanted workspace from the backend to free up the associated Atlassian ID for usage with the main account

Scenario #2 - I do not have access to the Bitbucket Cloud workspace

A user has left the company and has not handed access to the workspace over to the relevant parties - this is not a managed account

Due to our policies related to the protection of user-generated content, we do not handle ownership disputes and will not be able to make any changes to any workspace unless we are contacted directly by the email address that is associated with that workspace.

1. If the user's email address has been deleted or can't otherwise be accessed, it will need to be re-enabled/password reset to gain access to the account. You can then perform the necessary actions on this account and raise a support ticket at support.atlassian.com using the email address associated with the workspace. This is to prove that you have the necessary access required for us to make changes.
2. Once we are confident that you are the rightful owner of the content, we can proceed with instructing you further on the support ticket

A user has left the company and has not handed access to the workspace over to the relevant parties - this is a managed account

Due to our policies related to the protection of user-generated content, we do not handle ownership disputes for managed accounts and will not be able to make any changes to any workspace unless we are contacted directly by the organizational admin who manages your domain.

1. The organizational administrator will need to raise a support ticket at support.atlassian.com OR will need to have their email address included on the ticket with the "Share" button, they will need to provide written consent to make changes to the workspace in question. This is because only the organizational administrator has the authority to authorize changes made to managed workspaces.
2. Once we are confident that you have the necessary authority to make changes to the workspace, we can proceed with instructing you further on the support ticket