Lost 2-Step Verification and Recovery Key for Admin User

[Fride Gjedebo Gjertsen]

The administrator of our Trello account is unable to log in because the Atlassian account no longer appears in their authenticator app, and the recovery key/code is not available.

There is no option to recover the account using email, and the SMS verification alternative is also unavailable.

Since no other user in our Trello account has admin access, we are unable to help the administrator regain access or disable the 2-step verification requirement. We suspect this may be related to our organization's security restrictions.

We have also tried contacting our own organization/IT department for assistance, but they do not have any partnership or support agreement with Atlassian and are therefore unable to help us resolve the issue.

How can we resolve this issue and restore access to our admin user? We need assistance with either recovering the administrator's account or resetting/removing the 2-step verification requirement.

We can provide any information needed to verify ownership of the account or organization.

Also when I try to make an Atlassin support ticket for login email issues it is asking me for "What is the site URL of your app within your organization?", but we don't have an organization url..

[Arkadiusz Wroblewski]

Your Atlassian Accounts are managed by your Organisation/IT or you was just standalone Users of Atlassian Products ?

They do not need to be an Atlassian Partner or have a special partnership agreement to do this  they only need the appropriate organization-admin access.

If your IT team confirms that nobody can access/manage the Atlassian organization, or you cannot identify who the organization admin is, then I would request Atlassian assistance. Atlassian may need to check which organization manages the account and help route you to the correct administrator.

You should be able to open Ticket here Atlassian Support: Pricing, Billing, & Licensing | Atlassian

Best,

Arek🤠

[Fride Gjedebo Gjertsen]

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