Can't recover password
Asked by enekordl:

Hi,

I've been trying to recover my account password por **eneko.ruizdeloizaga@wurth.com** but I didn't receive any mail (also de resend email button is not working). I've tried this many times.

I've contacted de administrator of my company but they don't see any email from Atlassian blocked.

How can I recover my password for that account if I don't receive any email with the recovery link?

Thanks.


Answers:
author: Theodora Boudale
body: Hi [@enekordl](/t5/user/viewprofilepage/user-id/4370076) and welcome to the community.

I checked in our system, but I cannot find any Bitbucket Cloud account or Atlassian account with the email you gave us.

Is there perhaps a typo in the email?

I can see a Bitbucket Cloud account with the same email as your community account (which is again different than the one you gave us). Are you perhaps trying to access this account instead?

Kind regards,  
Theodora

comments: author: enekordl
body: Hi [@Theodora Boudale](/t5/user/viewprofilepage/user-id/818086)

I'm using my personal account (enekoruizdeloizaga@gmail.com) for making the question because I can't access to the community with the other account, due to I don't know the password.

The account I want to recover is **eneko.ruizdeloizaga@wurth.es.**

I should have an existing account because when I try to register, the system tells that I already have an account with that email:

![Captura de pantalla 2021-04-28 a las 14.27.39.png](https://community.atlassian.com/t5/image/serverpage/image-id/140856iA2F59DBFC90FDD61/image-size/large?v=v2&px=999 "Captura de pantalla 2021-04-28 a las 14.27.39.png")

Then, when I try to recover the password, the system tells that the email is sent, but I don't receive any... I have tried several times but it's not working. Maybe is the email format? I don't know.

![Captura de pantalla 2021-04-28 a las 14.34.23.png](https://community.atlassian.com/t5/image/serverpage/image-id/140858i37EAF9C404129EBD/image-size/large?v=v2&px=999 "Captura de pantalla 2021-04-28 a las 14.34.23.png")

What should I do? ?

Thanks for your help!


author: Theodora Boudale
body: Hi [@enekordl](/t5/user/viewprofilepage/user-id/4370076) ,

Thank you for your reply. I can see that there is an Atlassian account in our system with the email you mentioned.

The email you mentioned in your original post ends in **.com** , and there is no account for that, but I can find an account for the email ending in **.es**

I checked in our system and I saw a hard bounce event for that email, created on 26th April 2021.

The hard bounce informs us that the email does not exist (it is possible that the email account was not operational yet) and in this case it is placed in a suppression list, as we no longer try to resend to non-existing emails.

I went ahead and removed your email from the suppression list, which should solve the issue. Could you please try requesting another password reset email now?

A new one needs to be requested, as the previous ones were dropped.

Please feel free to let me know if things are ok now and if you need anything further!

Kind regards,  
Theodora


author: enekordl
body: Hi [@Theodora Boudale](/t5/user/viewprofilepage/user-id/818086)

Thank you so much for your help, now everything it's working fine! ?

Best regards,

Eneko.


author: Theodora Boudale
body: Hi Eneko,

That's good to hear! Thank you for the update and you are very welcome, I'm glad to have helped!

Kind regards,  
Theodora


author: Gonchik Tsymzhitov
body: Hi [@enekordl](/t5/user/viewprofilepage/user-id/4370076) ,

welcome to the community ,

please, take a look that message from status page

<https://bitbucket.status.atlassian.com/>

**Investigating** - We are investigating an incident impacting Jira Cloud, Confluence Cloud, Bitbucket Cloud, and Statuspage. During our investigation, users may be logged out of their accounts as we work towards a resolution. We are continuing to investigate and will update this incident with more details as they are available.  
Apr 19, 04:32 UTC


Tags: bitbucket-cloud

cloud