Two-Factor Authentication Issue – Authenticator Option Selected, But No Authenticator Set Up

[Chris Mills]

Subject: Two-Factor Authentication Issue – Authenticator Option Selected, But No Authenticator Set Up

Hi Community,

I’m have a paid Atlassian account and I’m having trouble with two-factor authentication. My account says I have the authenticator option selected, but I never set up an authenticator app and there’s nowhere to add or change it. I’m worried that if I try to change anything with two-factor authentication, I might get locked out of my account and lose access to Trello.

I’ve tried reaching out for support, but haven’t been able to get direct help as I don’t have a Cloud site URL. Why is it so difficult to get support for this issue, and what can I do to safely resolve my two-factor authentication problem? 

NB there is no point providing options which involve logging in because that is likely to fail because i can't do the authentication !!!!!! yes i have used the emergency key but do not want to continue working that way and jepardise that I can at least get into my trello account at the moment

[Luciana Munhoz]

Hi Chris,

Welcome to the community. If you can log in using your emergency key (or are currently logged on Trello) you can follow the steps in this article to disable the 2FA.

If for some reason you are not able to log in to your account anymore, please follow the steps here to help you to disable if you are not able to log in.

Hope this help you!