Cannot reset Bitbucket 2FA - recovery email never received

[Rafael dos Santos Silva]

I lost access to my Microsoft Authenticator app. I have tried requesting the 2FA recovery email multiple times (waiting 24+ hours each time) but never receive it. I also tried ssh git@bitbucket.org recovery_codes but it only returns "Shell access is disabled". My SSH key is valid and authenticated. Could someone from Atlassian check if my email address is in the suppression list and help reset my 2FA?

[Ben]

Hi @Rafael dos Santos Silva 

I can see that our system has sent you a 2FA recovery email on 17/03, 20/03 and 28/03 - based on our SMTP logs I cannot see any rejections from your mail server. 

Please check your email once more and if you still don't see any recovery emails - please let me know your timezone so that I may raise a formal support ticket with the team who operates during your working hours - given that you belong to a managed org with a paid workspace:

• https://support.atlassian.com/contact

Cheers!

- Ben (Bitbucket Cloud Support)