Admin MFA phone needs to be reset for Organization Admin account access

[Joshua Henry]

The only organizational admin at my current company is having trouble logging in. This is because the admin phone he uses to log in is broken, preventing him from logging in. We need to open a ticket to contact support DIRECTLY to reset the MFA so we can restore account access. He is also using a company email and is still unsuccessful. PLEASE HELP  AS THIS IS URGENT!

[Marc -Devoteam- · Accepted solution]

Hi @Joshua Henry 

Welcome to the community.

I have flagged your post, so a support agent from Atlassian will be notified.

This can take up to 2 business days, keep an eye on this post.

[Joshua Henry]

Hello @Marc -Devoteam- 
Thank you for welcoming me to the community!
I also wanted to let you know that my company does use a paid Atlassian account, so we don't exactly understand why the support ticket to work with an agent 1-on-1 wasn't available.

Does this depend on the user and their account access?

Thank you for your timeliness

[Marc -Devoteam-]

Hi @Joshua Henry 

Yes this depends on the user access.

Only user in an admin role in the instance can raise a support request, excluding space admin.

So you need to be Jira, Product, User, Site or Organization admin to raise a support request.

[Samuil Enchev]

Hi @Joshua Henry

I understand how urgent this is, especially when it involves your only Organization Admin. I'm happy to help you with the steps to get this resolved.

Because of our strict security protocols, we aren't able to manually reset MFA for an account. However, if your admin doesn't have their recovery code or key, they can follow our account recovery process to disable 2FA and regain access.

Here is the best way for them to proceed:

1. Go to the Atlassian login screen: https://id.atlassian.com/login?prompt=login&application=trello

2. Enter the email address and password, then select Log in.

3. On the verification screen, select Use recovery key? at the bottom of the page.

4. Select Can't find your recovery key? at the bottom.

5. Click Send recovery email.

This will trigger a recovery process via their company email. For a more detailed walkthrough of these steps, you can also refer to our official documentation here: Login issues related to two-step verification | Atlassian Support

I hope this helps your admin get back into the account quickly! Please let us know if you have any other questions.

Best,
Samuil

[Joshua Henry]

https://community.atlassian.com/forums/Atlassian-Account-questions/No-organization-admin/qaq-p/3088433

This situation is similar to the following thread; however, a company-issued email address is being used here. What are the possible solutions to this problem?