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In my company account I lost the recovery key and have no MFA but it is requested ...

In my company account I lost the recovery key and have no MFA but it is requested ...

... to log in and there is no button to request a new recovery key. To contact the support I have to login with my company e-mail, what is not possible, because I have no MFA on my mobile but the application is requesting a verification code. Due to the fact that I changed several times my password my recovery key is not valid anymore but there is no button to request a new one as described in the help documentation. If I click on use SMS I will be redirected to the request of the verification code. If I want to contact the support I have to login, what is not possible.
Therefore I signed in with my private account to open this community entry. Hope to get either a possibility to send an e-mail to contact the support. I found "a11y@atlassian.com" but get the answer to contact the support, what again leaded to the login issue....
Or a way how I can get a new recovery key or any information how to set up the MFA for Atlassian manual to be able to login at my customer.
thanks a lot in advance

Stephan

2 answers

1 vote

Hi @Stephan Best

Sorry to hear that. Looks like a MFA lockout situation. Unfortunately, there is no self-service way to generate a new recovery key if:

You no longer have access to your authenticator app.
Your recovery key is lost or invalid.
SMS verification isn't available or loops back to MFA.

The recovery key is only shown once when MFA is first configured. Atlassian cannot regenerate it for security reasons.

Your organisation administrator can usually reset your two-step verification.

You'll then sign in again and set up a new authenticator app and receive a new recovery key.
Save your recovery key

This is the quickest solution.

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Comment

Hi Viswanathan, thank you for your fast reply. I have my MFA App with several entries, but no entry for atlassin, is it possible to set it up manually with add school or work account?

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Hi @Stephan Best

If there isn't Atlassian entry adding a new work or school account won't recreate it. Atlassian's two-step verification uses a standard TOTP secret that is only available when MFA is first configured. Unless you still have the original QR code or setup key, it can't be added manually.

You'll need an organisation administrator to reset your two-step verification.

Also, try the suggestion @Arkadiusz Wroblewski mentioned.

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0 votes

Hello @Stephan Best

When thats Company Account, your Admin should be able to Delete 2FA and let you setup it again.

Best,

Arek🤠

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In my company account I lost the recovery key and have no MFA but it is requested ...

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