Unable to log in
Asked by Lisa Watt:

I changed my email address. Now I am unable to log in


Answers:
author: Casey
body: Hi [@Lisa Watt](/t5/user/viewprofilepage/user-id/5304374)  

Cloud accounts, including Trello, are linked to your email address. I understand that due to privacy, you won't be able to provide your email address here publicly. You may log a support ticket [here](https://support.atlassian.com/) so we can further check your account.

Casey

comments: author: Lisa Watt
body: Hi Yes

I created this account because I am unable to access my account under Lisa.Watt@Compass.com


author: Lisa Watt
body: I change my email the Lisa.Watt@Compass.com. Compass has a security block on outside applications. So when I try to login to Trello with Lisa.Watt@Compass it instruct me to contract Compass Security team that team did go into my computer to see what can be done. I was advised to contract Trello to change my email back to the original email and not use my Compass email


author: Casey
body: So your new account/email is the one you have mentioned above, may I have your old email or at least the domain used (if not generic like Gmail) and I will try to check it from there.


author: Lisa Watt
body: the old one was lisawatt@lisaandcompany.com


author: Lisa Watt
body: Can you see the on that is now with Lisa.Watt@Compass.com?


author: Lisa Watt
body: I think this account that I am on is a new one created under LisaWatt@lisaandcompany.com

So you will not see anything on this. After I realized I was lockout by Compass on the Lisa.Watt@Compass.com account I was trying to get it back to LisaWatt@lisandcompany.com but it instead created a new account


author: Lisa Watt
body: Your Workspace, Lisa \& Company International Reality, has a Trello Premium free trial until Thursday, August 31, 2023.

At the end of your free trial, your Workspace will automatically be upgraded to Trello Premium unless you opt out on your billing page.

I got this message today from about the account I have.

Mu Workspace is, Lisa \& Company International Reality


author: Casey
body: Hi Lisa,

Upon checking, the newly created account is on a free plan and doesn't have any boards in it. You may leave it as is, or if you want to delete it, you may follow the guide [here](https://support.atlassian.com/trello/docs/deleting-your-trello-account/).  

While for your Compass account, is currently on trial and it is active. You should be able to log in without any issues. May I know the error you are seeing?  

Kindly try to log in here: <https://trello.com/login> using a different browser and let me know what it looks like.  

<br />

<br />


author: Lisa Watt
body: I need to change my email for the Compass back to a non Compass email address. Compass security will not all me to us my Compass email to access my Trello account. Can you help me change my email back to what it was before I changed it to Lisa.Watt@Compass.com?

That I what I need to fix the problem of me not being able to log in


author: Lisa Watt
body: <https://compass.onelogin.com/access_denied>

That is the message I get when I try to log in with the Compass email.

I need to go back to my Non Compass email


author: Lisa Watt
body: ![Screenshot 2023-08-29 at 9.54.57 PM.png](https://community.atlassian.com/t5/image/serverpage/image-id/277889i96D8E40F33052965/image-size/large?v=v2&px=999 "Screenshot 2023-08-29 at 9.54.57 PM.png")


author: Lisa Watt
body: Here is a screenshot of what I am getting when I log in


author: Lisa Watt
body: I spoke to the security team and they informed me that I must change the email back to something that is not a Compass email address.


author: Casey
body: Hi Lisa,

My suggested workaround here is to [Move your existing Trello boards from your work email to your personal one.](https://support.atlassian.com/trello/docs/moving-a-board-to-a-different-workspace/) They are 2 separate Trello accounts.

If you are being blocked by your internal IT from accessing your Trello account under Compass, you may coordinate with your org admins to allow your access so you can just move the boards to your new personal account, and then they can delete your Atlassian Account afterward.  

If further assistance is still required, kindly log a ticket [here](https://support.atlassian.com/) so our support team can further assist.  

<br />

Casey  

<br />


author: Lisa Watt
body: Compass is not able to grant access. How can you help me to change my email back to a Non Compass email address?


author: Casey
body: Hi Lisa,   

You created a new account using your personal email. Since your Compass account is managed, you can only make changes to it once you log in using your Compass email and move the boards as suggested [here](https://support.atlassian.com/trello/docs/moving-a-board-to-a-different-workspace/).  

As this is an internal restriction on your end, you have to coordinate with your org admins.  

Please log a ticket [here](https://support.atlassian.com/) for further assistance.  

<br />


author: Lisa Watt
body: So my email can not be changed on the account with the Compass email address. Correct?


author: Lisa Watt
body: I Just got off the phone with Compass. They informed me that the Block is on the Trello Side of this


author: Lisa Watt
body: I can not go to the billing page.

If I can no longer access this page why should I pay for it?

I want this page back.

If I am not able to get it back please terminate that account so I not being billed of an account I have no access to.


author: Lisa Watt
body: Please advise me what I should do


author: Ash Yadav
body: Hi [@Lisa Watt](/t5/user/viewprofilepage/user-id/5304374)

Are you getting any error messages?

A screenshot would be helpful.

Have you reached out to Trello Support in the meantime?

<https://trello.com/contact#/>

Kind Regards,

Ash