Access issues for some users - forcing two factor authentication

Tuan Kha

I currently have an issue - i am the site admin.

Some of my users have two factor authentication being forced but I currently have not paid for this feature and as a result cannot configure nor manage this. The users are now unable to log into JIRA as it is forcing two factor or a recovery code neither of which they have. Please advise. 

Tuan Kha

Additionally i have asked the users to follow these steps - unfortunately step 4 doesn't exist! :

If your recovery key doesn't work or you've lost it

Make sure it's not an old recovery key. You may have already used that one previously and have your newest one saved elsewhere.

If you manage your Atlassian account yourself

If you manage your Atlassian account yourself, you can recover access to your account from the login screen as follows:

1. Log in to your Atlassian account as usual.
2. At the two-step verification step, choose Can't use your phone?
3. At the Emergency Recovery Key step, choose Can't find your recovery key?
4. At the Recover your account step, choose Send recovery email.

We'll send an initial confirmation email and then, sometime later, we'll send another email with a one-time login link to give you access to your account. This delay is needed for security reasons.