Merging Portal Customer with Existing Atlassian User Account

It is possible to have the same email tied to a portal customer and an Atlassian user account, if you create the portal customer first.

You can migrate portal customers:

The document says,

  • migrate important data, such as their requests, to a new Atlassian account

But what if there’s already an Atlassian user account?

I tried that migration. First I create a portal customer, then an Atlassian user account with the same email address.

When I migrate the portal customer, a message says it may take up to 10 minutes and the portal customer will receive an email about how to proceed.

But that email never came… the portal customer is deactivated, and there’s no change in the Atlassian user account.

Is it merging the accounts correctly? Is that what’s supposed to happen?