2-factor authentication issue

Question

Hi all - NOTE: I am posting this with a dummy account, not my real account, because I can't log in. I have a new laptop and am unable to log into my actual Bitbucket account (). I keep going in circles with 2-factor authentication - when I try to use it, Microsoft Authenticator says my phone doesn't have a key associated to Atlassian. I've tried the 2-factor auth QR code link using a tablet as well with the same result. I DO have the 24 character recovery key. It's accepted when I recover my account. The support page says for issues with 2-factor authentication, I should disable it. The only way I can disable it is by logging in, which I cannot do, because as soon as I enter my (valid) username/password, I'm still sent through the 2-factor auth system which I cannot seem to use. Can someone please help? Can an admin please disable 2-factor auth for ? Or help me bypass this somehow? Thank in advance!

Theodora Boudale · Answer

Hi @cgoldfarb11 and welcome to the community!

Just to give you some context, Bitbucket cloud uses Atlassian accounts for authentication and at the moment it is possible to set up 2FA on both.

Atlassian account 2FA can be set up from this page:

https://id.atlassian.com/manage-profile/security

And Bitbucket 2FA can be set up from this page:

https://bitbucket.org/account/settings/two-step-verification/manage

I checked both the Atlassian and the Bitbucket account with the email address you shared, and 2FA is disabled on both right now. Were you able to resolve this?

Kind regards,
Theodora