How could we connect when we changed our phone and lost the recuperation key?

[Dilfigar Gouveia]

Hi

My collegue changed his phone and has lost his recuperation key for the two steps authentification. 

We did all the tips we've found on the Atlassian forums but nothing is working. 

Could you please advise us how to manage this situation and help my collegue to recover his access without creating a new email address?

Thanks in advance.

Best regards

[Marc - Devoteam]

HI @Dilfigar Gouveia 

Welcome to the community.

Are you using Atlassian Guard, then view the existing policies or create a new policy where MFA is not required, then add the user to this policy.

Steps for an Administrator to take:

1. Log in to Atlassian Administration: Go to admin.atlassian.com and select the organization.
2. Navigate to Policies: Select Security > Authentication policies.
3. Temporarily Change Policy: Move the member to a policy where two-step verification (MFA) is optional to allow them to reset it.
4. Access User's Account: Go to Directory > Managed accounts > Show details to open the member's page.
5. Reset MFA: Select Reset two-step verification on the user's page.
6. Revert Policy: Move the user back to their original authentication policy.

The user can now setup MFA again.

[Trudy Claspill]

Hello @Dilfigar Gouveia 

Welcome to the Atlassian community.

In addition to the information provided by Thiago and Marc, here is a page on troubleshooting MFA which includes information about what to do when a phone has been lost/decommissioned and a recovery key is not available.

Login issues related to two-step verification 

[Thiago P _Atlassian Support_]

Hey there @Dilfigar Gouveia ,

Looks like you're entitled to a Premium plan, so please open a Support ticket and our Team will be happy to assist with this issue.

Hope this helps!  =]