Help with regaining access to my Trello account

[Nadine Boese]

Dear Community,

I’m reaching out because I can no longer access my Trello account associated with the email xxx@web.de, and I would be so grateful for your help in restoring access.

To be able to contact TRELLO, I created a temporary new account using xxx@gmx.de, since I found that most support options require logging in — which, unfortunately, I can’t do at the moment.

Some time ago, I set up two-factor authentication for my Trello account. Due to technical issues, I had to uninstall my authentication app, and I no longer have access to the 2FA codes for Trello.

I recently got a new laptop and tried to set up Trello there, but I couldn’t get past the second authentication step. I also haven’t been able to find my backup recovery key.

As a next step, I reset my password via my email address (xxx@web.de), which worked. However, without access to 2FA, I’m now completely locked out of the account.

I tried contacting Atlassian via support@, but I learned that only the ticket system is available — and that requires login, which I currently can’t do.

Does anyone have any idea how I can actually post my question? Ideally, I’d like to reset the 2FA and set up a new authentication method (and store it safely this time!).

Thank you so much in advance for your support. I really appreciate your help and hope to be back on Trello soon.

Dear Trello Team, I would be so happy if you could create a ticket for my issue. Thanks so much in advance!!!

Warm regards, Nadine

[Alisson Sartor · Accepted solution]

Hello, Nadine

Welcome to the community.

If you still have access to the email box of xxx@web.de you can remove the 2FA

• Go to https://trello.com/login and try to log into your account
• On the screen asking for the recovery key, click on Can't use your phone?
• Click on Don't have your recovery key?
  Enter your email address and click the Send recovery link

This will send an email to the address linked to your account, after 24 hours you will receive a new email with a one-time link you can use to access your account - Please note, for security reasons, this email will take a full 24 hours to be delivered, and we're unable to speed this up.

Once he regains access to your account, he must disable 2FA by following the steps on this page to prevent this issue from happening again.

Kind Regards
Alisson
Trello Team

[Nadine Boese]

Dear Alisson! Thank you so much! It worked! Thx!!!

[Alisson Sartor]

Awesome, thanks for the confirmation!