How can I recover my Atlassian account without recovery key or Atlanssian app?

[Sylvie]

Hello

I have 2 Trello accounts, Account 1 that I use daily and Account 2 that I have not used for a long time. 

I am trying to recover Account 2. I am ending up in a loop where I am asked to log in to get help but I cannot log in so I have logged in to Account 1 but I am asking for help to recover Account 2.

I know the email address and password for Account 2. The problem comes from using Atlassian. I use Windows Authenticator to get the one-time password code for Account 1 but I never used Authenticator for Account 2 so I get no code and I need a QR code to add Account 2 to Atlassian. That is where I get lost. How can I get the Atlassian code if I cannot log in?

[Anwesha Pan]

Hi @Sylvie 👋🏻

First of all, welcome to community! ✨

You'll need to contact Atlassian support directly, but here's the trick to avoid the login loop:

• Go to Atlassian Support

• Select Trello as the product

• Choose Account access / login issues

• You may be able to submit a request without logging in, or log in with Account 1 and clearly explain you need help with Account 2's email address

• Provide the email address for Account 2 and explain that two-step verification is blocking access and you never set up an authenticator for that account

Important details to include in your support request:

• The email address associated with Account 2

• That you know the password but cannot complete two-step verification

• That you never configured an authenticator app for this account

• Any other identifying information (boards you owned, workspace names, etc.)

Atlassian's support identity team can reset the two-step verification on Account 2, after which you'll be able to log in with just email and password and then properly set up the authenticator in Windows Authenticator by scanning the QR code during the fresh setup flow.

I hope this helps & resolves your issue. 🙂

Thanks,
Anwesha

[Germán Morales]

Hi @Sylvie , welcome to the Community. You don't need a QR code or a working authenticator app for this, that part only matters once you're back in and re-enrolling a device.

• Go to the login screen and sign in with Account 2's own email and password.
• When it asks for the code, choose Can't use your phone, then on the next screen Can't find your recovery key, then Send recovery email.
• A first email confirms the request, then about 24 hours later a second one arrives with a one-time link straight into Account 2 and its two-step settings.

That link only works once and expires soon after it arrives, so use it as soon as it lands instead of saving it for later.