Cannot Access Site Admin Account

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Platform Notice: Cloud Only - This article only applies to Atlassian products on the cloud platform.

Problem

A team member in your company who was formerly the Site Administrator of a Cloud instance has left the company, leaving no other Site Administrators and the new administrator:

  • is unable to gain access to the account owned by the former site administrator or
  • is unable to either log in with his account, reset the password, request the username with the company email or 
  • is not receiving the email to reset the password for the account from the "Cannot Access Account" screen

Cause

The previous admin left the company and there was no official hand over. 

Resolution

  • If you are already a billing or technical contact, create a support ticket to Cloud technical support here.
  • If you are not yet a billing or technical contact, create a support ticket to the Customer Advocate support here.

Last modified on Feb 19, 2016

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