One user is unable to login to Atlassian because of 2FA, how admin can disable the 2FA?

[Pradipta Mahapatra]

One user is unable to login to Atlassian because of 2FA, how admin can disable the 2FA?
He does not have the emergency security key also. He is not enabled 2FA but it is forcing him to enter the key.

[Varun Chillamcharla]

Hi Pradipta,

As an Org Admin, you should be able to reset this directly:

1. Go to admin.atlassian.com > your organization > Directory > Managed accounts
2. Find the affected user and open their account details
3. Under the "Security" section, there should be a "Reset two-step verification" button — this clears their existing 2FA setup so they can log in and re-enroll (with an authenticator app or new device) without needing the emergency recovery key.

Since he mentioned he didn't personally enable 2FA, it's likely being enforced by an Authentication Policy at the org level (Security > Authentication policies), so this is expected — the reset above should still resolve it either way.

If you don't see that "Reset two-step verification" option for some reason (there have been sporadic bugs reported with it not appearing for some Org Admins), you'd need to raise a ticket with Atlassian Support directly, since only they can intervene at that point.