Need assistance on resetting MFA code after user got a new device.

[Ethan Andrew]

There is no security option in Atlassian admin to re-enroll MFA methods. User is locked out and can't get back in without an MFA code that they do not have access to. How do I go about re-enrolling MFA for a user?

[Trudy Claspill]

Hello @Ethan Andrew 

Welcome to the Atlassian community.

This page provides troubleshooting steps for login issues related to MFA. Let us know it any of the actions there help resolve your issue.

https://support.atlassian.com/atlassian-account/docs/login-issues-related-to-two-step-verification/

[Ethan Andrew]

Hi Trudy, 

Unfortunately, user is not getting prompted for a "forget recovery key?" option and doesn't have the key stored anywhere. We tried in an incognito browser as well and the option was not available. 

[Trudy Claspill]

Is the account a Managed account, managed by some Organization? Or is it a personal account set up by the individual user? The last steps apply when the account is a personal account, not managed by any Organization.

If it is a managed account then the Organization that manages is will need to be contacted to temporarily disable MFA for the account, I believe.

I found this 2022 article from another Community Champion discussing enabling and disabling MFA for managed accounts. The UI has probably changed since it was written, but it might be enough to get your Organization Administrators started.

https://community.atlassian.com/forums/Articles/How-To-Atlassian-Access-Enable-amp-Disable-Two-Factor/ba-p/1944420

(credit : @Jimmy Seddon )