Help Needed — Lost Access to Authenticator and Recovery Keys (Cannot Log In to Main Account)

[Belal Mohammed]

Hi Atlassian Support Team,

Could you help me reset access to my main Atlassian account? Recently, I had to reset both my phone and laptop, which resulted in me losing access to my authentication app and recovery keys.

Now, when I try to log in, I’m asked to verify using either my authenticator or recovery keys, but unfortunately, I no longer have access to either. As a result, I’m completely locked out of my account and unable to open a support ticket from within the portal since I can’t sign in.

Could you please advise on the next steps to regain access or reset my account?
I can provide any necessary verification or account details to confirm my identity.

Thank you very much for your help!

[Rishabh]

Hi @Belal Mohammed ,

Thanks for contacting Atlassian Community.

I understand that you have MFA enabled for your account, and you don't have access to the authenticator app.

Please follow the steps below to reset MFA for your account:

1. Go to the login screen https://id.atlassian.com.

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

3. Select Can't use your phone? at the bottom of the page.

4. On the recovery code screen, select Can't find your recovery key?

5. Select Send recovery email. We’ll send you an email with more information and the subject line "Steps to recover your Atlassian account." This email doesn’t contain a one-time link.

6. After 24 hours, we’ll send you a second email with a one-time link. This link lets you access your account and takes you to the two-step verification settings page. Follow the instructions in this email to disable two-step verification or enrol a new device.

You can refer to the same information here: https://support.atlassian.com/atlassian-account/docs/login-issues-related-to-two-step-verification/#You-don--x27-t-have-your-phone-or-can--x27-t-access-your-authentication-app-for-two-step-verification

Hope this helps.

Let us know in case of any further queries.

Regards,
Rishabh
Atlassian Support