User doesn't receive 2FA

[Rick Fenrich]

I have a user whose 2FA never arrives via email. As a result, they are unable to login to Atlassian products.

Their email was recently reconfigured by IT, but the address is the same as what is listed in the Atlassian Administration User directory. We do not have Atlassian Guard. While their email does function, it also appears they are not receiving any notifications from e.g. Atlassian Confluence at their email. Thus, this suggests the problem may be on the Atlassian side.

A possible solution is to disable 2FA for this user, but I do not see a way to do this from the Administration page.

[Marc -Devoteam-]

Hi @Rick Fenrich 

Steps you could review:

1. Go to Atlassian Administration and select your organization.
2. Navigate to Security > Authentication policies and temporarily move the user to a policy where 2FA is optional if strict enforcement blocks the reset.
3. Go to Directory > Managed accounts, open the user profile, and click Reset two-step verification.
4. Re-apply the original security policy once the user logs back in.

[Rick Fenrich]

Likely issue is that the user was on Atlassian's email suspension list. Contacting customer support may resolve the issue.