Question about Security and Recovery Keys

[Anna Gateley-Stanton]

I'm new here. For months I've wanted to set up the 2-step authentication for security reasons but have never been able to do so (I would send emails back and forth to support but the resposnes were always so technical, I, as a layperson, never understood what they were telling me. 

Now, I'm wanting to set up my Google Drive to Trello so I can us my Google Doc links saved in Trello easily, but to do that, I must connect my Google Account, which takes me back to the Security and Recovery Key issue. I do not recall ever being given they important "keys" so I have no idea where to find them so I can complete the Google process and set up 2-step authentication. 

If someone can assist me, in layman's terms, I would be so appreciative.

I have already reached out and am waiting for the first email in the step, but I'm guessing the response will be just as technical as all the others.

[Augusto Lisboa]

Hi, Anna!

We have some options for 2FA that you can use. I'll list three below:

Use a security key

1. Log in to your Atlassian account at https://id.atlassian.com/manage-profile/security and select Manage two-step verification.

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2. Enter your password in the Account password field and select Security key.

3. Enter a name for the key

4. Click on Register key.

5. Follow the instructions on your screen to finish the setup.

Use an authentication app on your smartphone

1. Install an authentication app on your phone. We support most authentication apps – some of the more common ones are Google Authenticator, Authy, or Duo. For download links to these apps, go to atlassian.com/2step on your phone.

2. Now, log in to your Atlassian account at https://id.atlassian.com/manage-profile/security and select Manage two-step verification.

3. Enter your password in the Account password field and select Authenticator app.

4. Follow the instructions on your screen to finish setting up.

Use text (SMS) messages on any mobile phone

1. Log in to your Atlassian account at https://id.atlassian.com/manage-profile/security and select Manage two-step verification.

2. Enter your password in the Account password field and select Limited security option.

3. Select Get started with SMS.

4. Enter your phone number and select Send SMS with code. We'll send you a text message with a code.

5. Enter the code and select Connect phone.

6. Follow the instructions on your screen to finish setting up.

Be sure to copy, print, or record your emergency recovery key and keep it in a secure place. A recovery key is essential to recovering your account if you lose access to your authentication app.

Please let me know which one is useful for you, and don't hesitate to bring your questions! Looking forward to hearing from you!

[Anna Gateley-Stanton]

If all these options were available to me, like you say and like the website says, that would be great. But when I  go to the Atlassian manage-profile/security page, I don't have to login (I'm already logged in), and I am never given the SMS message option. Instead, it asks me if I want to change my password. It says two-step authenication has already been set up (even though I've never been able to use it  properly) and I am unable to Disable it and start over to try to get the SMS option. I am forced to always stay logged in to Trello because of this.

How can I get this problem resolved once and for all? 

[Anna Gateley-Stanton]

Please ignore...the sysem was slow and I submitted a duplicate response.

[Augusto Lisboa]

Hi Anna! I've raised a support ticket for this case. You should be able to find it in your email.