New Team Member Needs Admin Access After Site and Org Admin Leaves Company

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

Summary

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.

Solution

Behavior experienced by a new administrator

As part of the handover/off boarding process, it is good practice to ensure that the new site/organization administrator has access to the previous admin's Atlassian account to ensure effective management regarding Atlassian's services.

Before a site/org admin leaves the company, it is important to ensure that:

  • Additional site/org admins have been added. The list of site/org admins should reflect that of the current administrative team

  • Billing administrators or Technical/Billing contacts have been updated to reflect the current admin

If a site/org admin has left the company and they are the sole site/org admin:

  • The "new" admin. will need to gain access to the previous admin's Atlassian account

  • In most cases, this would mean that the "new" admin would need to request mailbox access to the previous admin's email account in order to reset the Atlassian account password: 

    https://id.atlassian.com/login/resetpassword

  • In some cases, adding an email address alias for the previous admin's email address on the "new" admin's mailbox would suffice and the password reset email would be received by the "new" admin

  • Please reach out to your company's email administrator or IT team for assistance. The aim is to gain access to the previous admin's email address so that the password reset email for the previous admin's Atlassian account is received by the "new" admin

  • Atlassian Support cannot set a new Atlassian account password on the "new" admin's behalf

Updated on September 26, 2025

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