Unable to access my Atlassian account due to lost security key

[Salma aldhanahni]

Hello,

I am unable to access my Atlassian account because I no longer have access to the security key that was previously configured for two-step verification.

I still know my password and I have access to my TII email account, but I cannot complete the login process because the security key is required. I have also checked for recovery options and could not find a way to recover access.

Could you please help me recover my account or remove/reset the security key associated with it?

Thank you.  

[Brant Schroeder]

@Salma aldhanahni if you do not have your recovery keys you will have to contact support https://support.atlassian.com/atlassian-account/docs/login-issues-related-to-two-step-verification/ 

I escalated this to support.

[Salma aldhanahni]

Thank you.

I checked the Atlassian recovery documentation, but I couldn't find the option to recover the account using a recovery email. I no longer have access to the security key or any recovery key, although I still have access to my TII email account.

I appreciate you escalating this to support and will wait for their response.  

[VENKATESWARLU KURUVA]

Hi @Salma aldhanahni ,

No security key + no recovery key = only Atlassian Support can help. The escalation Brant did is the correct and only path forward.

[Salma aldhanahni]

Understood, thank you. I'll wait for the update from Atlassian Support.