Issues with Recovery Key and Missing Recovery Link Email

Helge Rosenbaum

Hello Atlassian Community,

I am currently facing issues with my Trello account and would appreciate your support.

Here are the details:

1. Recovery Key Issue: I have a recovery key, but it stops working after some time. Why does this happen? Is there a way to ensure the recovery key remains valid?

2. Missing Recovery Link Email: When attempting to recover my account, I receive an email from Atlassian stating that I will be contacted within 24 hours with a recovery link. However, I never receive this follow-up email with the recovery link.

3. Requesting a New Recovery Link: What steps can I take to ensure I receive a new recovery link? Is there another way to recover my account if I don’t receive the email?

Thank you in advance for your help! Any guidance on resolving these issues would be greatly appreciated.

Best regards

Alisson Sartor

Hello, Helge

Welcome to the community.

1- Recovery keys usually don't expire, does this happen often to you? It can be a bug that we are unaware of it.

2- I checked the email you open this thread, there's no blocks on it, can you confirm if is the same one? Also, did you check your spambox? Sometimes it happens to be there.

3- Since you are getting this weird interactions where is expiring, I can suggest you to disable your 2fa and enable again.

• Go to https://trello.com/login and try to log into your account
• On the screen asking for the recovery key, click on Can't use your phone?
• Click on Don't have your recovery key?
  Enter your email address and click Send recovery link

This will send an email to the address linked to your account with a one-time link you can use to access your account - Please note, for security reasons, this email will take a full 24 hours to be delivered, and we're unable to speed this up.

Once you regain access to your account, you must disable 2FA by following the steps on this page to prevent this issue from happening again.

I hope this helps, but please let me know how it goes and if there's anything else I can assist you with. Looking forward to hearing from you!

Kind Regards
Alisson
Trello Team