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.  

[Samuil Enchev]

Hi @Salma aldhanahni

I’m sorry to hear you’ve lost your security key. If you do not have your emergency recovery key, you can still regain access to your account by following these steps:

1. Go to the Atlassian login screen and enter your email and password.

2. When prompted for the two-step verification code or security key, select "Can't use your phone?" or "Can't use your security key?".

3. On the next screen, select "Can't find your recovery key?".

4. Select "Send recovery email".

5. Check your inbox: You will receive an initial email with the subject line "Steps to recover your Atlassian account". This confirms the process has started.

6. Wait 24 hours: For security reasons, Atlassian enforces a 24-hour waiting period. After 24 hours, you will receive a second email with the subject line "Let's get you back into your Atlassian account".

7. Use the one-time link: This second email will contain a unique, one-time link. Click it to log in and immediately manage your two-step verification settings (where you can remove the old security key and set up a new method).

Important Notes:

• Link Expiration: The recovery link in the second email is time-sensitive and can only be used once. Make sure to use it as soon as you receive it.

• Managed Accounts: If your account is managed by your organization (e.g., your email is part of a corporate domain like @company.com), you may not see the "Can't find your recovery key?" option. In that case, you must contact your internal IT or Atlassian Organization Admin, as they are the only ones who can reset 2FA for managed users.

For more details, you can refer to the official guide: Login issues related to two-step verification | Atlassian Support.

In case this method fails, I recommend creating a ticket with our Customer Advocates through here. Under How can we help you? select Your account -> under Choose a topic select Log in issues.

Hope this helps!

Best,
Samuil

[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.