Lost recovery key and Authenticator access - Lost bitbucket access

[Codemine]

Hey, I want to recover my account [email redacted]. Since i lost the access of Authenticator and recovery key, I can't access my account. Maybe my organization is blocking the recovery email and i've been trying for last 2 days. 

Note: i'm posting from another account since i can't login with the original one. 

Regards, Kazi

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Edit: [Personal information removed as it is against community guidelines.]

[Ben]

Hi @Codemine 

I've checked the email you originally shared in the request and can confirm that its associated accounts are not organisationally managed, and it is not on our internal suppression list (so there is no SMTP mail blockages).

I can see you have MFA enabled on your Atlassian Account, and 2SV enabled on the Bitbucket Cloud user account that is associated with that Atlassian account (there are two seperate layers of authentication here).

Please follow our documentation below to reset your 2SV/MFA depending on the layer you're being blocked at - you don't need a recovery key to do so:

• https://confluence.atlassian.com/bbkb/how-to-disable-reset-2fa-on-bitbucket-cloud-and-atlassian-account-1236932929.html

Cheers!

- Ben (Bitbucket Cloud Support)

[Ajay _view26_]

Hi @Codemine 

That has to go through Atlassian's support directly. Here's what I'd recommend:

Raise a support request here: https://support.atlassian.com/contact/#/ — choose "Account Login and Email Issues" as the category. Explain that you've lost both your authenticator and your recovery key. 

[Codemine]

To contact, i need to login my atlassian account frist. Which i can't 

[Viswanathan Ramachandran]

Is your account managed by organisation? then contact the IT admin/team to handle your requests? or ask someone to raise on behalf of you. 

Or you can still raise support ticket with secondary account - choose Account login/email issues and mention the details of your primary account.