Recover Trello account after legacy SMS no longer supported

[Fernando José Cardozo Aldama]

Hi there! I am returning to Trello (from 2019) but I have problems with 2FA and I do not remember if it was really SMS legacy or actual 2FA software. I have backup codes, but they are not working at all.

The message that I receive is this:

By the way, the website is going in loop for some reason:

[Blair at Atlassian · Accepted solution]

Hi @Fernando José Cardozo Aldama I've kicked off the process to help you remove the legacy 2FA from your account. You should receive an email notifying you that the recovery process has started. After a 24-hour security delay, you will receive another email with a link to recover your account.

The second email will include a link to recover your account which expires in 12 hours. Click the link, and you will be prompted to enter your password to disable two-step verification. 

Once you have completed the process, you can configure 2FA for your Atlassian account following the steps on this page: https://support.atlassian.com/atlassian-account/docs/manage-two-step-verification-for-your-atlassian-account/ 

Hope this helps! :) Let me know how things go, and if you have any further questions. Happy to assist!

[Carlos Garcia Navarro]

Thank you, @Blair at Atlassian !

[Fernando José Cardozo Aldama]

Thanks for the help!

I am happily waiting the email. I will let you know if something is right or wrong. Have a nice day!

[Fernando José Cardozo Aldama]

Good day!

Oh, my bad! I have received the email, but I am opening right now, but the token has been expired. This is my fault, because I did not open within 12 hours...

Is there any other opportunity to have another token? Have a nice day!

[Blair at Atlassian]

Yes! I will send it now :) Thank you for keeping in touch @Fernando José Cardozo Aldama 

[Fernando José Cardozo Aldama]

I received the email for disabling 2FA authentication, but... When I enter my Atlassian password, it was incorrect.

Suddenly, I realize I should use my old Trello password (which I forget) and then I try to send a recovery link for change the password, but it didn't work within my organization's network (I think) so when I am in a different network and reset the password successfully, when I was tried to open the link you sent, the token has been expired, again...

What a mess! It is like I am messing with you guys and I apologies to be this way. :(

“Third time’s the charm”

Regards!

[Blair at Atlassian]

@Fernando José Cardozo Aldama Yikes, sorry for the hassle with this! I resent the email again. Hopefully we'll make it through the steps this time, but please don't hesitate to reach out to me here if you need assistance after this email.

[Fernando José Cardozo Aldama]

Thank you Blair! I am still having the same issue again. I was able to enter into the email (the recovery link) that you sent me, but... the prompt asks me my old password, but I do not remember it at all.

I changed the Trello password by a recovery link too, but still I am facing the issue...

I did that from this place:

https://id.atlassian.com/login/resetpassword?application=trello&continue=

But I have the same problem, still...

[Blair at Atlassian]

I got you. Next, can you please use an incognito browser to log into Trello.com using your Atlassian account password? If that doesn't work, let me know what you're seeing and at that point, I'll create a support ticket so we can take a closer look.

[Fernando José Cardozo Aldama]

That screenshot I showed up was with Incognito Mode and the browser that I use in my organization is Google Chrome.

Is it useful to give you step by step?

1. I enter on trello.com
2. Log in button
3. I inserted my email and new password (that I recover recently in this time)
4. And now I am entering successfully! Wow.

The last part I wrote (part 4) I was doing step by step and, suddenly, entered into Trello.com

I think is fixed? I won't receive again the notification about 2FA?

[Blair at Atlassian]

Sounds like you're in! I see on my side that the legacy 2fa was removed successfully. If you wish to enabled MFA on your Atlassian account, this page has the instructions.

You should not see the Trello 2fa prompts anymore moving forward, but if you need help with anything else, please let me know! Here for you!

[Fernando José Cardozo Aldama]

I think we are good. Thank you so much for the help @Blair at Atlassian and thanks to @Carlos Garcia Navarro for bringing you.

Also, by the way, I know it is a little bit of off-topic this, but... Does Trello and Bitbucket sync somehow? Or does BitBucket has its own Trello kanban style or project?

[Carlos Garcia Navarro]

Hi @Fernando José Cardozo Aldama ,

It seems that a support request is needed. There is no admin-side override for 2FA. You'll need to contact Atlassian support here: 

https://support.atlassian.com/contact/

[Carlos Garcia Navarro]

I'm also tagging this question to get someone from the Atlassian Support to review this post.

[Fernando José Cardozo Aldama]

Hi Carlos, thank you for your recommendations!

[Carlos Garcia Navarro]

De nada! :-)