2FA requested for an account that hasn't set it up

[Thiago Melo]

Hey team,

  I've got back from vacay and when I try to login, Jira is asking me for 2FA. Thing is I've never setup 2FA for that account and I'm totally locked out of Jira.

  For me to be able to send this message, I had to create another account. I couldn't find any other way to reach out to Jira support team, so I hope I can get help here.

  Can you please let me know how to recover my account?

Thanks

[MBS IT]

Whatever prompted the user to enter a 2FA code in our Data Center instance was gone after I used the Recovery unenrollment steps in this KB article.

Although a preceding GET query indicated that the user was not enrolled, after the DELETE query had run, he was able to log in again and was not prompted for a 2FA code.

Have a good weekend, y'all!

[MBS IT]

@Thiago Melo 
Hello Thiago,

Were you able to resolve this issue? I have just come across the same issue in our Data Center instance.

Best regards
Paul

[Andy Heinzer]

Hi @Thiago Melo 

Your domain has been claimed within an Atlassian organization.  This allows your organization admins to manage accounts that have them email domain.  As such your organization admin can enforce 2FA.

But checking your account here in community, and the other account without a +, neither appear to have 2FA/MFA currently enabled. (I can't see if it was enabled recently, although that's possible)

Is this still a problem for you?  If so, you might want to reach out to your organization admin to make sure that they haven't enforced 2FA/MFA for your account.

If you are still unable to resolve this, let me know, perhaps we can create a support case to investigate this further.

Andy

[Atlass Monster]

Any sus emails in the period while you were gone? You may be facing a security breach. 

[Thiago Melo]

Nothing suspicious about that Atlass.

At the end of the day, 2FA was activated in my account when I try to login to Jira. I've noticed that by directly trying to login to my account and not by following a link in an email.

Thanks for checking, cause that's a valid scenario.

[Trudy P Claspill]

Hello @Thiago Melo 

As a community of users of our own Jira products we don't have access to manage your account.

But I have flagged your post to bring it to the attention of Atlassian team members. You should hear from them within 2 business days.

[Thiago Melo]

Thanks Trudy!