want to disable 2FA without Atlassian account password*

[John Wong]

I think I enabled 2FA before.  I cannot login Confluence now and I want to disable 2FA.   But I forgot Atlassian account password.   What can I do?

[Marc -Devoteam- · Accepted solution]

Hi @John Wong 

Contact the administrator of the instance you want to login to to disable @FA on your account.

If this is on your private account and you don't know the password, then take the next steps

1. Open a browser in Incognito/Private mode (this is important to ensure you aren't automatically logged into the suspended account).
2. Go to the Atlassian Support: Pricing, Billing, & Licensing | Atlassian.
3. Under How can we help you?, select Your Account
4. Under Choose a topic, select Login Issues.
5. Fill in the details.

If the message box isn't visible, click on “Need more help?” to make the description field and submit button appear.

In your description, please explain the situation and include a link to this forum post so the agent has all the context.

[John Wong]

cannot find  "How can we help you? " and " How can we help you?" in the Atlassian Support: Pricing, Billing, & Licensing | Atlassian. site.  any idea?

[Arkadiusz Wroblewski]

Trust me, you can :)

[John Wong]

I can find it.  Thanks,

[Arkadiusz Wroblewski · Accepted solution]

Hello @John Wong 

Thats your private account or managed by organisation ?

Best,

Arek🤠

[John Wong]

Hi Arek,

How do I know private or organization?  Thanks

Regards,

John

[Arkadiusz Wroblewski]

@John Wong 

@Marc -Devoteam-  pointed you in the right direction. Either that's your own private account, or if it's a work account and managed by your IT, your administrator can reset your 2FA.

[John Wong]

Hi Arek,

My administrator said he has no right to reset my 2FA.

John

[Arkadiusz Wroblewski]

Not all administrators can reset two-step verification, Confluence/Site/Product Admins aren't necessarily Organization Admins. The reset is for organization-managed accounts.

Ask your administrator specifically:

Your Atlassian account is under Atlassian Administration → Directory → Managed accounts and if he are an Organization Admin, not just a Confluence or Site Admin. If your account is managed, an Organization Admin can reset two-step verification from the managed account settings.

If not then you stay with self help steps or support https://support.atlassian.com/atlassian-account/docs/login-issues-related-to-two-step-verification/