Can't login with new account
Asked by Francesco Antonio Sganga:

Hello,

One of my teammate tryed to create an account with his company email address but the email address were not created yet in that moment.

Now we created that email address but we're not able to sign up using the same email address. For us it's important to use that email address.

How can I get help from Atlassian?


Answers:
author: Theodora Boudale
body: Hi Francesco Antonio,

Is your teammate's email account operational now? Can they receive emails to that email address from others (outside Atlassian)?

Is your teammate's email address from the same domain name as your own email, that you used to post in community? I removed from our suppression list all suppressed email addresses from your domain name. If your teammate has an email address from the same domain, and if they can receive emails from others, please send a new invitation now or ask them to sign up again.

If you are still experiencing issues or if the email address is from a different domain name, you can reach out to the support team and share the affected email address (please do not post it here, as this is a public forum).

You can create a ticket for account-related issues via <https://www.atlassian.com/company/contact/purchasing-licensing#/>. Please mention in the ticket description your teammate's email address and also that they don't receive Atlassian emails. The ticket will be visible to you and Atlassian staff, so anything you post there won't be public.

Kind regards,  
Theodora

comments: author: Francesco Antonio Sganga
body: Yes He can receive emails outside Atlassian.

Yes the domain is the same as my account.

We tried again and it worked

Thanks for your time

(I wrote here because with a free account I don't have ways to reach the contact support...)


author: Theodora Boudale
body: Thank you for your reply, it's good to hear that it worked!

While you can't contact the Bitbucket support team with a Free plan, you can still contact our Customer Advocate team for questions and issues related to your account or a teammate's account, like login issues. You can do so with the link I shared in my previous reply.

You are more than welcome to also create a question in community of course, and we have Atlassian staff checking community. But if we need to know details like an email address of someone else in order to resolve the issue, then we will suggest a ticket to our Customer Advocate team.

Kind regards,  
Theodora


author: Annie _DevSamurai
body: Hi [@Francesco Antonio Sganga](/t5/user/viewprofilepage/user-id/5590039)

It sounds like when your teammate first tried to sign up, the email address wasn't active. Here are some suggestions you can try:

* If you're a Jira admin, go to **User Management** \> Look for any user with '**Invited** ' status \> Click '**Resend invite**'.
* If the user is marked as '**Suspended** ', restore their access and click '**Resend invite**'.

![Screenshot 2024-09-13 at 18.08.20.png](https://community.atlassian.com/t5/image/serverpage/image-id/347328i04FEC29B3317F4BC/image-dimensions/405x311?v=v2 "Screenshot 2024-09-13 at 18.08.20.png")

=\> Then, your teammate needs to check their email for the new invitation link and complete the sign-up process.

I hope this may help!

comments: author: Francesco Antonio Sganga
body: Hello, I tried to resend invite, also we tried to sign up again but he do not receive the invite code...


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