Unable to login 2-step verification

Question

Hi,

We have a user who cannot access his Jira account because of two-step verification. I am the project admin, but I can't find anywhere to fix it.
Here's what's happening to him:

I will explain this issue I am having with login again here. 
When I try to login using my password, I get a 6-digit request, however this does not come to my phone or authenticator. When I try to login to authenticator it does not recognize my BC email address any longer. I have tried setting up just my phone number in authenticator, but a code is still not generated. If I don't access via my phone, and try 'can't use your phone', I am asked for a 24-character recovery key, however I do not have this and have been unable to find one in my BC email account. I found the email confirming I set up two-step verification but when I click on the link to create a new one it takes me back to the 6-digit page (pictured above). How can we solve it and get access?Thanks!

Clara Tarno · Answer

Hi @Fabio Racobaldo _Catworkx_

First of all, thank you very much for your answer! I have already uggested several options from this guide to the user and this was his response:

Unfortunately, I cannot try either option as they both require logging into the site first before messaging on any mobile or disabling two-step verification. As mentioned below, it is the initial login that isn't working for me. I have also now tried to uninstall the Authenticator app & re-install and set it up, but that still didn't work. So, please do let me know if you hear anything back from Atlassian. I will contact the organization admin and try to get him to set it up. Thank you very much again.

Fabio Racobaldo _Catworkx_ · Answer

Hi @Clara Tarno ,

attachments are not available on your question. Btw, you should contact an organization Admin. As project admin you can't perfom an investigation.

Btw, is this error just for a single user? If yes, probably he needs to correctly setup his phone authenticator.

This is the guide for configuration https://support.atlassian.com/atlassian-account/docs/manage-two-step-verification-for-your-atlassian-account/

Fabio