Authenticator app says ENABLED yet it is not on my Auth app on my phone. How do i get it to show?

[Russ]

i use Aegis Authenticator app on my Android phone. 

my Atlassian account shows that Auth app is ENABLED for my account, but neither Atlassian nor Trello are actually on my phone app. 

Trello says it sent Auth app code for me to enter. i check my phone and feel it refresh, but there is NO ENTRY on my phone that says either Atlassian nor Trello, so i never can get the code sent. 

How do i get Atlassian on my Aegis/Auth app?

[Arkadiusz Wroblewski]

Hello and Welcome @Russ 

The key point is this: Atlassian or Trello does not send a code into your authenticator app. With an authenticator app, you have to open the app yourself and read the current TOTP code from it. Atlassian’s own sign-in instructions even say to “open the authentication app on your smartphone and retrieve the new code.”

So if your Atlassian account shows that the authenticator method is enabled, but there is no Atlassian or Trello entry anywhere in Aegis, that means Aegis is not actually storing the secret for that account on that phone. In most cases, that comes down to one of three things:

- the app was never set up on this phone
- the account was set up in a different authenticator app or on another device
- the phone or app was changed later, and the old TOTP entry was never transferred

If you are already locked out, use the recovery option:

- on the verification screen, select Can’t use your phone?
- then enter your recovery key
- if you do not have the recovery key either, Atlassian’s self-service recovery process will send you one email first, and then, 24 hours later, a second email containing a one-time link that lets you disable two-step verification or set up a new device

[Russ]

Thank you for answering :)

what you asked is true: - the app was never set up on this phone

yes i have access into my account.

i have looked everywhere for a QR code to see on screen and point my phone at to link together - like i've done with Google and others - but i can't find it. 

Can you tell me how how to get Atlassian to be displayed in my Aegis Auth app?

[Russ]

i still need this question answered. How do i get a TOTP on auth app when Atlassian is not in my app???

[Arkadiusz Wroblewski]

@Russ 

You need to go to your Atlassian account security settings, open Manage two-step verification, unlock the settings, and then choose Enable authenticator app. That is the setup flow where Atlassian shows the instructions to connect the app. Atlassian’s docs describe that flow under id.atlassian.com/manage-profile/security → Manage two-step verification → Enable authenticator app.

If your authenticator app was previously set up somewhere else, and this phone/app never had that entry, then the relevant Atlassian guidance is: disable two-step verification and enable it again on the new phone or authentication app. Atlassian lists that exact step for the case where you replaced your phone or want to use a different authenticator app.

Login issues related to two-step verification | Atlassian Support

[Russ]

Yes, that was the fix - DISABLE two step first!! Thank you :)