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]

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 

[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! :-)