user unable to connect, two-step verification required

[Alain Gagne]

Hi, despite not having set up two-step verification, a user can no longer access our jira service management. How can I eliminate this check during login?

[Marc -Devoteam-]

Hi @Alain Gagne 

What is the error this user gets, 2fa option.

In what policy is this user, is this a managed user or an external user the setup 2FA for his own Atlassian account?

[Alain Gagne]

Hi Marc,

the user appears as external but nothing has been changed since his last login on 30/10/2025.

From today he is asked for two-step authentication, even though he has not enabled this mode.

Other users with the same configuration do not experience the problem.

Thank you

[Marc -Devoteam-]

Hi @Alain Gagne 

As this is an external user, have the user check his own profiel and settings.

https://support.atlassian.com/atlassian-account/docs/manage-two-step-verification-for-your-atlassian-account/ 

[Alain Gagne]

Thanks Marc, but the user does not have access and is not able to verify his profile settings, how can I resolve this?

[Marc -Devoteam-]

Hi @Alain Gagne 

You can't.

As the user account, is a personal account and not managed by you or your organisation.

Only the user itself can disable this, the user needs to go ove the documetnation I shared.

[Alain Gagne]

Thanks, but I can't even being the admin?