Unable to Login Due to 2FA

[Kamal Kumar]

I am unable to login due to 2FA (which is not enabled in our account). I have double checked however still not able to login with the ID.

Can anyone assist..

[Dilip]

Hi @Kamal Kumar , 

is this is a managed account?

I can see you have standard plan which means you can reach out to Atlassian support for peer to peer support using this link - https://support.atlassian.com/contact/

[Piyush Annadate _ACE Pune_]

Hello @Kamal Kumar ,
Welcome to the Community !
Do you have access to the account mailbox - if so, check spam/junk mail as well. My mail always goes to spam folder.
Kindly connect with you org admin to check the 2fa status for that account, else move it from 2fa with authentication policies. 

[Kamal Kumar]

Hi Piyush,

Thanks for the revert, however the issue is we do not have email box created with the user name hence unable to check.

Further this user created for a team to raise issues without 2FA as for each login I cannot provide the Code.

I was receiving the code till March not sure what happened after that as not getting the emails (as forwarded to few of us).

[Trudy Claspill]

Hello @Kamal Kumar 

Welcome to the Atlassian community.

Is this an account you have been able to log in to previously?

Are you unable to access the email inbox for the specified account to get the verification code that was sent to it?

I see that the email specified is generic. Is this an account that multiple user use to login to Atlassian Cloud? An individual can enable 2FA for their individual account. If the account password is known to multiple people, one of them may have enabled 2FA for this individual account.

Have you reported this issue to your Atlassian Cloud Organization Administrators?

[Kamal Kumar]

Hi This login being in used by 3-4 users (given to one department to use). have reconfirmed and none have enabled the 2FA

[Trudy Claspill]

Has anybody ever successfully logged in with this account?

Is this account used to access the internal Jira UI, or is it a JSM Customer Portal only account?

How was this account originally created? Was it created manually through Atlassian Cloud or was it set up through provisioning by integration with a system like Okta or Active Directory?

Have you reported the problem to your Organization Admins and Product Admins?

2FA usually uses an authentication app or SMS text messaging to a mobile device. The message specifically mentions checking the email account. To me that suggests (for lack of other information) that this may be a newly created account that has never been accessed before and was created manually in Atlassian Cloud. In such a scenario Atlassian Cloud usually requires verification that the account is legitimate by sending a verification code to the specified email address, which then must be entered to proceed with using the account.

Admittedly my work with account creation, both manually and through provisioning, is limited. So I may be incorrect in my suppositions.

[Kamal Kumar]

Hi Trudy,

This is to access customer portal account, as we have given to our customer to raise issues through JIRA platform for better tracking of SLA and service delivery.

Account was in used very much and infect I just tried from my login and I can switch from my login cred.

However customer not able to login with given credentials and asking for the Code which was not asked earlier (March'25).

[Trudy Claspill]

Thank you for that information.

For what it is worth, Google Search AI produced this answer:

Is this a Managed Account? Does your company own the email domain, and have you Verified the domain and Claimed the account?

How was this account originally created? Was it created manually through Atlassian Cloud or was it set up through provisioning by integration with a system like Okta or Active Directory?

Have you reported the problem to your Organization Admins and Product Admins?