How to resume the access to bitbucket after replace one device and lose the recovery key

[Longfei Li]

I can't access the bitbucket blocking at the second push verification because I replace my IPhone and i forgot to save the recovery key. Currently, i have no idea on how to resume the access.

[Ana Retamal]

Hi Longfei, welcome to the Community!

This scenario is documented in our knowledge base, you can find the article at Retrieve recovery codes through SSH.

Basically, if you don't have the authentication app (as you changer your phone), you need to use a recovery code. If you didn't save the recovery code you were given when you set this up, you can still obtain new recovery codes using the SSH key. To do so, you can run the following command in your terminal to receive a recovery code:

ssh git@bitbucket.org recovery_codes

This will bring out 6 recovery codes (one time use only) that you can use to access your account. Once you do, make sure to add your new device for the 2 step verification process.

Also, for the future, keep in mind that a lot of questions (like this one) have been asked in the Community already, so if you do a quick search you'll be able to find your answer sooner :) 

Hope that helps you, Longfei. Let us know if you have any difficulties and we'll be happy to help.

Best regards,

Ana

[Longfei Li]

Hi Ana,

Thanks a lot for your quick reply.

I made try to get into recovery mode to resume the access, but failed to get the recovery codes. You can see the logprints as below:

PS C:\Users\longfei.li> ssh git@bitbucket.org recovery_codes
The authenticity of host 'bitbucket.org (18.205.93.1)' can't be established.
RSA key fingerprint is SHA256:zzXQOXSRBEiUtuE8AikJYKwbHaxvSc0ojez9YXaGp1A.
Are you sure you want to continue connecting (yes/no)? yes
Warning: Permanently added 'bitbucket.org,18.205.93.1' (RSA) to the list of known hosts.
Bitbucket two-step recovery codes
If you don't use a password to log in you'll need to contact support to recover your account: https://support.atlassian.com/bitbucket-cloud/
Enter Bitbucket password (Warning: password displays when entered):

I remembered there should be a QR code for me to scan and then I can get the dynamic password for bitbucket on my phone every time. 

Could you please tell me how to get the QR code again? Thanks.

[Ana Retamal]

Hi Longfei, if I'm not mistaken the QR code you're talking about is only shown during the setup process to link your device to your Bitbucket account. First, you'll need to be able to access your account, and after that you'll be able to go through the set up again.

The last message you got suggests that you're using a Google account to log in to Bitbucket, in that case we'll need to help you internally to recover access to your account. I've created a Support ticket for you, you'll receive a notification in your inbox. One of my colleagues from the Bitbucket Cloud team will contact you back and help you solve this :) 

If you need anything else in the meantime, let us know!

Cheers,

Ana