issue with two step verification

[Aran Murray]

Hi, I have recently changed by phone and I can no longer access my Trello account as:

1. The Authenticator App is not linking to the Atlassian Account 

2. My recovery key is not working

3. Although I searched the help section of the website and followed the prescribed steps, I cannot see the following options (Bold) on the screen.. 

1. Access "Can't use your phone?": When prompted for your 2FA verification code (which you likely don't have), click the Can't use your phone? link on the screen.
2. Initiate Recovery: Click Can't find your recovery key? on the next screen to start the emergency account recovery process

Hence, i cannot log into my account. Even to contact support, I have had to create a separate account with my google account to write this message. The account I want access to is on a different email. Please help.  

[Gaurav Kataria]

If you are not seeing the steps as outlined on this page (last section), then what exactly are you seeing when you go to the account recovery page?

[Aran Murray]

Hi, 

Thanks for your response.

When I go to log in I am on the https://id.atlassian.com/login.. page.

After entering my email and password I get brought to a page which asks for a 6-digit verification code.

As mentioned above the authentication app isnt working on my new phone, so I click "use recovery key", on a new page I get asked to enter the "24-character emergency recovery key" - which I have tried but doesnt work.

The other option available to me here is to "Use SMS instead", which brings me pack to the 6-digit authenticator page? 

So no sign of the "Can't find your recovery key?" option. 

[Aran Murray]

[Blair at Atlassian]

@Aran Murray Thanks for sharing the screenshots! Our support team will reach out to you directly and we'll go from there!