I enabled two-factor authentication, and now I can’t access the application.

Question

When I try to log in to Jira, I clicked the “Enable Two-Factor Authentication” button and proceeded, but I’m unable to log in using the Authenticator app. I also can’t log in with the recovery key because it has already been used and is no longer valid.

Our admin has tried every possible method, but we still can’t gain access. I know my username and password, but I can’t log in because I don’t have the 6-digit code required for two-factor authentication.

I would like to request that two-factor authentication be disabled so I can log in using my password.

Email: burakdemirkiran@tamfinans.com.tr

Rilwan Ahmed · Accepted Answer

Hi @esraalkasanonus , In case a user has lost their recovery key, you can use a special REST endpoint to disable two-step verification for that user. The endpoint is accessible for system admins only via the REST API to provide an unenrollment option when a user can’t disable two-step verification on their own. Due to security reasons, it requires the system admin to have the two-step verification set up with TOTP. As a system admin, you can’t disable two-step verification via the REST API for yourself. URL rest/tsv/latest/totp/unenroll/user/{otherUserName} Method DELETE Request Path: {otherUserName} - username of the user who lost their recovery key and requires unenrollment (string) Header: * Valid session cookie (e.g. JSESSIONID) Body with a TOTP code: { "totpCode": "373416" }Responses 204 - user unenrolled successfully 400 - there's no enrollment for the specified user { message: 'No enrollment found for this user.' }404 - user not found 401 - missing session cookie or invalid TOTP code More details in https://confluence.atlassian.com/enterprise/manage-two-step-verification-for-your-atlassian-account-1384125346.html