Cannot sign in because of MFA

[brett gerhardt]

I accidentally deleted my MFA for my account. I do not have access to my recovery key. My manager is unable to disable MFA on my account because my account appears as an "external" account even though it is through a business account.

Unsure how to regain access to my account.

[Ignacio Vera]

hi @brett gerhardt 

Is your account a managed account? maybe your manager can put you in the local policy or ir a policy were MFA is disabled

Try and let me know please

[brett gerhardt]

Ignacio,

My manager cannot see my account because it appears as an "external" account even though my account is using the same domain. 

Thanks

[Trudy Claspill]

Hello @brett gerhardt 

Welcome to the Atlassian community.

Have you gone through all the steps in this document, specifically the last section about not having the recovery key?

Login issues related to two-step verification 

It is possible that the admins cannot manage your account if the email domain of the account is not one they have verified and claimed your account, or if they are not provisioning accounts for their domain members. You won't have information about that, but if they want to try to debug that aspect of this scenario you could recommend that they reach out here in the community or to Atlassian Support.

If your email address is in a domain that may have been claimed by another company, your account would be considered "external" for the Organization that manages this Jira instance. In that case you would have to reach out to that other company to get assistance. 

[brett gerhardt]

My account is using our company domain. Not sure why it would appear as an external user if this is the case... Doesn't make sense at all.

[Trudy Claspill]

Hello Brett,

Even if your account is in the company domain that doesn't necessarily mean that your admins can manage it. That depends on whether they verified the domain, claimed your account, or provisioned your account.

If they see your account as "external" then your account is not managed by them. Understanding why that is would require a dialog with them as it would require details about how they have configured User Security for the Organization.

Because it appears as External to your admins that means you account is either managed by your or claimed by another Organization.

If it is managed by you, that leads me back to my first question asking if you have followed all the troubleshoot steps available in the document I linked.

Atlassian doesn't really have a way for an end user to open a case about their self-managed login account. We can flag your post here to raise it to the attention of Atlassian team members to get you assistance if you have exhausted all the self-serve options, and your admins don't intend to open a support case for you themselves.

[John Funk]

Hi Brett,

I suggest you open a support ticket with Atlassian to see if they can help you get it resolved. 

https://support.atlassian.com/contact/#/

[brett gerhardt]

Hi John,

I attempted to do so but it does not accept my URL when entered. So it seems quite impossible to submit a ticket request with them..

Thanks!

[Trudy Claspill]

Your Administrators can submit a case. The average end-user cannot submit a case.

If your admins think your account should be managed by them (rather than external) and they should be able to fix this, then they should open the case with Atlassian to get help understanding why it is not one of their managed accounts.