Recommended Steps for Handling Dual-Account Scenarios After Jira Data Centre to Cloud Migration
Purpose
This article provides post-migration guidance for external and partner users who may have two Atlassian accounts after migrating from Jira Data Centre to Jira Cloud. This happens when the email used in Data Centre differs from the company email used for Cloud login.
The document explains how Atlassian Cloud links user data, outlines remediation options, and describes platform limitations.
Audience: External users, partner users, site administrators, identity/SSO administrators
See also the User Accounts policy.
At a glance
Key point | Details |
|---|---|
How Atlassian stores user data | Linked to an Atlassian Account ID (AAID) and email address |
Dual-account scenario | Account A: Migrated DC account with historical data. Account B: Current company Cloud login via IdP/SSO. |
Account merge | No self-service merge option in Atlassian Cloud |
Resolution | Depends on whether Account B already has Jira data |
How this occurs
During migration, Jira matched users by the email in Data Centre. If your Cloud login email differs, a second Atlassian account may have been created. Historical activity stays on Account A; new activity may go to Account B.
Recommended procedures
Scenario 1: Account B has no Jira data
Provide both email addresses to the Jira Administration team via the support portal. They will assess aligning your historical account with your active Cloud login.
Expected outcome: One active account with your historical Jira data.
Scenario 2: Account B already has Jira data
Stop creating new content with either account. Submit both email addresses via the support portal and indicate which account should be your long-term login. The admin team may need Atlassian Support to explore remapping options.
Important: Not all historical references are transferable.
Known limitations
No self-service account merge in Atlassian Cloud
Comment authorship, activity history, and mentions may remain on the original account
Dual-data scenarios may require manual evaluation or Atlassian Support
Best practices
Use the same email in Cloud that you used in Data Centre
Do not create content with a secondary account without consulting the admin team
Contact support before continuing with a new account if historical data appears missing
Need help?
Submit a ticket via the support portal with:
Historical Jira email (Account A)
Current Cloud login email (Account B)
Whether Account B already has Jira activity