Login issue using MFA

[Hosam AbouElDahab]

Hello,

I have one of my organization's users enabled the MFA, she can't log in now after entering the correct username & password.

she entered the authenticator 6 digits but gave an error so seems she didn't onboard the MFA properly, she entered the recovery code "she took screenshot" but gave an incorrect error, I made a reset password for her, shenwas able to reset the password but stuck again in the MFA code. 

How can I resolve this please?

[Mihai Schwarz]

Hi @Hosam AbouElDahab ,

What MFA solution do you use to login?

Thanks!

[Hosam AbouElDahab]

Hi @Mihai Schwarz ,

using Microsoft Authenticator.

I don't think that she was using the QR for adding Atlassian on this authenticator.

[Mihai Schwarz]

@Hosam AbouElDahab I suggest you should try and reset her two step authentication method and encourage her to use enroll again. (From Managed Users tab go to her profile and do the reset).

Thanks!

[Hosam AbouElDahab]

@Mihai Schwarz thank you , how can I do that please?

[Mihai Schwarz]

@Hosam AbouElDahab 

1. Go to admin.atlassian.com. Select your organization if you have more than one.

2. Select Security > Authentication policies.

3. Move member to a policy where two-step verification is optional.

4. Select Directory > Managed accounts> Show details to open the member’s page.

5. Select Reset two-step verification so the member can reset two-step verification and log in.

6. Move the member back to the previous policy.

More details here: https://support.atlassian.com/security-and-access-policies/docs/enforce-two-step-verification/

Please mark this as accepted answer if this solved your issue.