2FA how to disable it for user

[Anna Arczynska]

Hi all,

one of my user has lost access to mail, we are currently in the recovery procesu but this will take time.

She lost her access to JIRA due to 2FA I'm wondering if there is a som special policy or settings that can disable 2FA only for her or disable id globalny to give her possibility to login.  

[Akash Singh]

@Anna Arczynska Is your organization using Atlassian Guard? If so, you can request your organization admin to create a temporary authentication policy that bypasses SSO and disables MFA.

You can refer to this article for more details:
🔗 Edit authentication settings and members

[Anna Arczynska]

No, we are not using it. 

[Akash Singh]

@Anna Arczynska Since your organization does not use Atlassian Guard, I'm wondering if the user had enabled MFA through a third-party login provider (e.g., Microsoft or Google), or if they secured their account using Atlassian’s native 2FA—which, notably, cannot be enforced by admins without a Guard subscription.

If MFA was enforced via a third-party provider, Atlassian still allows users to log in using their native Atlassian credentials (username and password). Could you please check if the user had previously set up those credentials?

If they did, they should be able to log in using them. Alternatively, they could try resetting their password via the “Forgot Password” option. However, if they no longer have access to their email, receiving the reset link won’t be possible.

[Tushar Gohel]

Hello @Anna Arczynska 

It is recommended that you restore email access for the user to ensure their ability to access Jira, considering security concerns.

However, if you are still seeking a workaround, you could establish a new Authentication Policy that does not enforce MFA and include that specific user in the new policy. 

https://support.atlassian.com/security-and-access-policies/docs/understand-authentication-policies/

If this doesn't help, I would recommend that if you are the Jira admin to open up a ticket with Atlassian support about this.

Thanks,

Tushar