Can't log into existing account
Asked by DissonanceFactory:

Hi, I haven't used bitbucket for a while and assumedly some changes have been made.

I can't login with my username, as it forces me to use my email address.

However, when I do that, it prompts me for a username, and then informs me that it already exists - which is true, as that is my username for the account of the email address I supplied.

I don't want to enter a new username in case I end up associating the email address with a new account and lose access to my existing code.

How can I proceed to log in?

Note, I successfully logged into this portal using username and existing credentials, so it appears that my account is OK, it's the login process which is somehow borked.

Thanks!


Answers:
author: Theodora Boudale
body: Hi,

Username login to the website was disabled a few years ago, login to the website is only possible with the primary email address of an account. The email address of the community account you used to make this post is not associated with any Bitbucket Cloud account.

If you have an app password for this account that has at least **Account: Read** permissions, you can use the following API endpoint to get the email address associated with this user:

* <https://developer.atlassian.com/cloud/bitbucket/rest/api-group-users/#api-user-emails-get>  
  Example:

```
curl -u Bitbucket_Username:App_Password -X GET -H "Content-Type: application/json" https://api.bitbucket.org/2.0/user/emails
```

If there are email aliases in the account those will be returned as well, but the field **is_primary** will indicate the primary email of the account that you need to log in with. Please note that the API call requires an app password for authentication and not your account's password, as we have deprecated the use of account passwords for API.

If you don't have an app password for that account, then I would suggest trying to log in to <https://bitbucket.org/> from browser with any of the email addresses you own, and see if any of them logs you into the correct account. Please note that if you get asked to give a username and create a new account after logging in with a certain email, this means that there is no account with that email as primary, so you can skip that email from the process.

Kind regards,  
Theodora

comments: author: DissonanceFactory
body: Thanks for the reply.

I now have access.

To cut a long story short, the last suggestion you made was the way I found a solution (trial and error through email addresses). Knowing that \[being asked to generate a username\] indicated the email wasn't the correct one gave me the confidence to try that.

I'm not really sure how this community account associated my accountname with this particular email address but at some point I've clearly confused myself and probably stored incorrect credentials etc. -- User error for sure :)

Thanks again for your help, I will now proceed with ensuring I have a community account which relates to by bitbucket cloud account (and destroy this one).


author: DissonanceFactory
body: .... And this is the correct account ....


author: DissonanceFactory
body: I'm unable to login using this account, in chrome. Whenever I attempt to log in, it automatically uses the login for the account above \^\^\^\^.

Not sure whether it's related but that email address is the one which is associated with my chrome sync.

I've logged out in chrome, and cleared history/cookies etc, problem persists.

I'm hoping that if I delete that account I'll be able to use this one, but not sure whether the google sync was the cause in the first place?


author: Theodora Boudale
body: Hi,

It's good to hear that you found the account and you are very welcome!

Do the login issues occur with <https://community.atlassian.com/>, <https://bitbucket.org/>, or both?

Both sites use Atlassian accounts (the one for id.atlassian.com) for authentication.

When you try to login in Chrome, do you see the following page?

![Screenshot 2023-05-09 at 11.32.59.png](https://community.atlassian.com/t5/image/serverpage/image-id/256034iACBFA49F014B8EAF/image-size/large?v=v2&px=999 "Screenshot 2023-05-09 at 11.32.59.png")

<br />

If so, are you attempting to log in with email+password, or are you using one of the options below (Continue with Google, Continue with Microsoft, Continue with Apple, Continue with Slack)?

Kind regards,  
Theodora


author: DissonanceFactory
body: Hi, thanks again for the assistance.

When I log into bitbucket.org I get the login screen you have shown, and I enter username then password (not login with xxxxx).

When I log into community.atlassian.com I get nothing - it logs in automatically without showing the login screen.

This is with me logged into my google account in chrome.

Note: My chrome account is the same email address as community.atlassian.com

If I log out of my google account in chrome, the result is the same.

Something else which may be useful is that I have a password manager. The password manager handles the login to bitbucket.org, without hiding the login screen.

I've checked the password manager and there are no stored credentials for community.atlassian.com which relate to the worng account. So I don't think that is interfering.


author: Theodora Boudale
body: Hi,

So, the issue occurs only with community.atlassian.com? (I'm assuming that since you said you get a login screen for bitbucket.org)

Can you please try the following:

* If you are clearing specific cookies only, from **Chrome Settings** \> **Privacy and security** \> **Cookies and other site data** \> **See all site data and permissions**, then make sure to clear any cookies for both community.atlassian.com and id.atlassian.com
* If you are clearing all cookies from **Chrome Settings** \> **Privacy and security** \> **Clear browsing data** , make sure that the **Time range** in the Clear browsing data dialog is set to **All time**
* With regards to stored credentials, are you using Chrome's password manager or a different one? If you're using a different one, I would suggest checking Chrome's password manager as well, and also look for any stored credentials for id.atlassian.com in all password managers you use.

Kind regards,  
Theodora


author: DissonanceFactory
body: Hi, thanks fo rthe reply.

Looks like deleting those specific cookies worked.

Thanks for the help, I think I have enough info to manage myself going forward.

Cheers!


author: Theodora Boudale
body: Hi,

That's good to hear, thank you for the update.

Please feel free to reach out if you ever need anything else!

Kind regards,  
Theodora