Unable to reset 2FA for Jira Cloud user account

[Ulvi Nuruzada]

Hello Atlassian Support,

I am a Jira Organization Admin at ABB company.

One of our users enabled two-factor authentication (2FA) on their Atlassian account. After entering the password, the system requests a 6-digit verification code. Unfortunately, neither the user nor our admin team can access this code.

We also tried the recovery email option, but it requires a 24-hour waiting period.

We would like to know:

1. How can we obtain the 6-digit code?
2. Can we disable 2FA for company users from the admin side?
3. Is there any faster alternative to reset or bypass 2FA without waiting 24 hours?

Additionally, we cannot access Managed Accounts because domain verification is required, and we cannot see users under Directory → Managed accounts.

Please help us resolve this issue.

Thank you.

[Trudy Claspill]

Hello @Ulvi Nuruzada 

Welcome to the Atlassian community.

Users will not appear in the Managed Accounts list if you have not completed the steps to verify the domain and claim their accounts.

https://support.atlassian.com/user-management/docs/what-are-managed-accounts/

If the account is not managed then you as Organization Admins don't have any access to update the user's account information, including resetting their 2FA.

I have not heard of any specific method to expedite the 24 hour delay on the Recovery Email option, but you could try opening a case with Atlassian Technical Support to ask them directly.

https://support.atlassian.com/contact/#/