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Locked out of workspace after dormancy cleanup, OTP not accepting

Locked out of workspace after dormancy cleanup, OTP not accepting

Hi all,

Hoping someone here can point me in the right direction.

My Bitbucket workspace appears to have been caught up in the recent cleanup of free accounts flagged as dormant. I have important code in there that I can't afford to lose, and I'm fully intending to use the account going forward. I've already upgraded to a paid subscription to address the dormancy issue.

On top of that, when I try to sign in to the workspace, I'm being prompted for an OTP, but my working authenticator app is not being accepted. I'm not sure if that's related to the cleanup or a separate issue, but either way I can't get past the login step.

Has anyone been through this recently? Specifically I'm looking for:

1. The best way to get a deactivated workspace reinstated after upgrading to a paid plan.
2. How to resolve the OTP rejection so I can log back in and re-enrol my authenticator.

Any pointers on the right support channel or process would be appreciated. Thanks.

2 answers

1 vote

Hello @Nina Lopez

1. The best way to get a deactivated workspace reinstated after upgrading to a paid plan.

Could you please try navigating directly to https://bitbucket.org/account/workspaces/deactivated and check if your workspace(s) are listed there for you to recover?

2. How to resolve the OTP rejection so I can log back in and re-enrol my authenticator.

If you don't have your emergency recovery key, you will need to request for a recovery email, as outlined in Login issues related to two-step verification:

To recover access to your account by yourself:

On the recovery code screen, select Can't find your recovery key?
Select Send recovery email. We’ll send you an email with more information with the subject line Steps to recover your Atlassian account. This email doesn’t contain a one-time link.
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 will need to wait 24 hours for the second email to be sent. Unfortunately, it's not possible to bypass this 24 hour period due to security considerations.

Please let us know the outcome.