One time recovery code from BitBucket doesn't work. What do I do?

Peter Salmon_dsqbz4

Microsoft Authenticator on my phone stopped working so I had to reinstall it and lost all the accounts registered with it.

To recover my BitBucket account (I'm currently logged onto another one) I have asked BitBucket for help. After 24 hours I have received a one time recovery login link which should give me access to my account, but it didn't work (I have only tried it once). It went straight to the login page and immediately asked for 2 step verification in the normal way.

What should I do? This is quite urgent!

Thanks

Pete Salmon

Theodora Boudale

Hi Pete,

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 on a Bitbucket account and also on the linked Atlassian account.

You might have set up 2FA on both, so if you requested to disable the Atlassian account 2FA first, you would then be redirected to the Bitbucket one.

You can check the status of 2FA now as follows:

1. Log in to the affected account
2. Check if Bitbucket 2FA is enabled via this link: https://bitbucket.org/account/settings/two-step-verification/
3. Check if Atlassian account 2FA is enabled via this link: https://id.atlassian.com/manage-profile/security/two-step-verification

Please keep in mind that the 2FA codes for Bitbucket won't work for Atlassian 2FA and vice versa. If you have 2FA enabled on both, there should be two accounts on your authenticator app, one that generates the Atlassian account codes and another one for the Bitbucket codes.

The following knowledge base article has some screenshots that can help you differentiate between them:

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

Kind regards,
Theodora