Recovery Code Lost

Abdelrahman Khalil_2noi0t

I am unable to log into my Atlassian account associated with <email removed>.
My password is correct, but I no longer have access to my recovery codes due to changing my phone. When I enter my password, I am prompted for login verification and recovery options, but the only option available is to receive an email to reset my password, which is not the issue. I need assistance in bypassing the recovery code step or setting up a new authentication method. Could you please guide me on how to regain access to my account?

Trudy P Claspill

Hello @Abdelrahman Khalil 

Welcome to the Atlassian community.

This is a publicly accessible forum, and it is unwise to post your email address because of that. I removed your email address from your post.

Are you trying to access Atlassian Cloud products, or are you trying to access an Atlassian Data Center product?

If you are trying to access Atlassian Cloud, is your account managed by your company or do you manage it yourself?

This document has information about recovering your account:

https://support.atlassian.com/atlassian-account/docs/manage-two-step-verification-for-your-atlassian-account/#Recover-your-account

...and that document includes a link to this document:

https://support.atlassian.com/atlassian-account/docs/login-issues-related-to-two-step-verification/

The section you need to review is:

Your emergency recovery key doesn't work or you've lost it 

 

Consolidating the steps from the first and second documents the procedure appears to be this:

Use your emergency recovery key instead of a verification code

If you don't have a verification code, you can use your recovery key.

1. Enter your email address and password as you do normally.

2. When the screen asks for a verification code, select Can't use your phone? instead.

3. (from the second document) On the recovery code screen, select Can't find your recovery key?

4. Select Send recovery email. We’ll send you an email with more information with the subject line Steps to recover your Atlassian account. This email does not contain the one-time link described in the next step.

5. After 24 hours, we’ll send you a second email with a one-time link that lets you access your account and directs you to the two-step verification settings page. Make sure you are available to check your inbox 24 hours after the first email is sent as the link in the second email will expire if not used in time. For security purposes, you also won’t be able to use the link within the email again after it’s been used once.

6. Follow the instructions in the email to disable two-step verification or enrol a new device.