Stuck in the login recovery code loop

[Hima Panchal]

Please help me with this issue, it is urgent, I am writing you to confirm that the client has not setup recovery key, I am the admin and I am not able to get past the verify the domain part. This is the highest priority as one of the user cannot login into his account. He is stuck at 6-digit recovery code , when he says Can’t use your phone, it gives the 24-character emergency recovery key and he never received an email for recovery key. 

Articles mention that there is can't find recovery key but client is not able to get the can't find recovery key instead only use your phone 

[Hima Panchal]

Thank you for your response, he tried in Private Window, Incognito Edge and Google Chrome, I am an Org admin. 

Also, Articles mention that there is can't find recovery key but client is not able to get the "can't find recovery key" instead only use your phone 

[Benjamin]

HI @Hima Panchal ,

Are you the org Admin of your site? you mention you haven't verified the domain, so that means your user is likely not a managed account? As an Admin, there's no control over the account. 

Share this document with your end-user:

https://support.atlassian.com/atlassian-account/docs/login-issues-related-to-two-step-verification/

Make sure to clear cache. Your client may run into conflicts if they have multiple Atlassian accounts they are logging with.