I don't receive the verification code

Question

For some unknown reason I've been kicked out of bitbucket and I now need to enter a verification code to get back in. But I don't receive the verification code in my Authenticator app. I used to receive the code but I don't anymore. 
I'm suspecting this has something to do with the fact  that I changed phone. My new phone is exactly the same as the old one and has the exact same name. Could it be that the code is sent to my old phone which has been reset?

How can I get back in? 
THanks for your help

Theodora Boudale · Answer

Hi @Luc Felix and welcome to the community!

Bitbucket Cloud uses Atlassian accounts (the ones for https://id.atlassian.com/) for authentication. At the moment, it is possible to set up 2FA both for a Bitbucket account and also for an Atlassian account and I see that this is the case with your account (you have set up 2FA both for the Atlassian and the Bitbucket account).

If you do that, you'll get asked for a 2FA code twice when logging in to Bitbucket, once for the Atlassian account and once for the Bitbucket account. There should be two separate entries/accounts in the authenticator app, one for the Atlassian account and one for the Bitbucket one, and you can't use the codes of one for the other.

If the authenticator app on your phone doesn't have any entries for Atlassian or Bitbucket, you can disable 2FA (and then set it up again if you want). The following knowledge base article has steps on how to do that:

* https://confluence.atlassian.com/bbkb/how-to-disable-reset-2fa-on-bitbucket-cloud-and-atlassian-account-1236932929.html

Please feel free to reach out if you have any questions.

Kind regards,
Theodora

Sebastian Krzewiński · Answer

Hi @Luc Felix

Please contact with Atlassian Support to get back access to your account (support.atlassian.com).

Regards,

Seba