Jira log in issue with two step verification

[Douglas Aparecido de Almeida]

Hi,

In our Jira Environment, I have an user with problem to log in.

The situation is described by follow steps:

1- Fill the email;

2- Fill the password;

3- User see the message in image below, and don't receive code to fill. Here is the problem, and he can't proceed.

Is it possible to remove this step of verification code? How I can help user to proceed with log in?

Thanks!

[Arkadiusz Wroblewski]

Hello @Douglas Aparecido de Almeida 

If the user account is unmanaged, the user must recover access through the Atlassian account login flow using the recovery key or the recovery option on the 2-step screen.

If the account is managed, check your org’s authentication policy first. If 2-step verification is being enforced there, that is the place to review or change the setup. If SSO or your identity provider is involved, then the fix may need to happen in the IdP rather than in Atlassian itself.

[Douglas Aparecido de Almeida]

Hello, @Arkadiusz Wroblewski ! Thanks for answer.

The point here is the user account is unmanaged, because is an external user from our company and when try to use an authenticator app code, it doesn't work. The user tried to follow workflow, but, don't have all information.

For managed accounts by my company, the 2FA is blocked to use and don't have this step.

[Arkadiusz Wroblewski]

@Douglas Aparecido de Almeida 

For unmanaged, only valid Path will be Atlassian Support.

If the authenticator code is rejected, first check that the user is using the correct authenticator entry and that the phone time is synchronized correctly. If that still fails, they should use Can’t use your phone? and log in with the recovery key. If they do not have that anymore, they need to continue with Can’t find your recovery key? and start the Atlassian account recovery flow. For unmanaged accounts, that is the supported path.

[Douglas Aparecido de Almeida]

@Arkadiusz Wroblewski , user did it, but, doesn't work.

When we arrived on screen below and selected "Use SMS instead", the screen back to the login page and start from the begining and enter in looping with the same option again and again.

[Arkadiusz Wroblewski]

@Douglas Aparecido de Almeida 

So it stays there only last resort - Atlassian Support.

I don't see other way.