Unable to Access Bitbucket Due to Lost Two-Step Verification App and Recovery Codes

Koushik Saha_ggnkdt

I am unable to log into my Bitbucket account because I lost access to my two-step verification (2FA) app and do not have my recovery codes saved. When I try to log in, it asks for a verification code, but I no longer have access to the authenticator app.

I have already checked for saved recovery codes, but I couldn’t find any. Additionally, I do not have an active session on another device where I could disable 2FA.

Could you please guide me on how to recover my account or disable two-step verification so I can regain access? If I need to contact Bitbucket support, what information should I provide for verification?

Thank you!

Ben

Hi Koushik,

I can see you have 2FA enabled at both the Bitbucket Cloud and Atlassian account layers, so there are 2 layers of 2FA associated with your user that you must authenticate through.

Here is a comprehensive guide for identifying which layer you are being blocked at, and resolving the issue by resetting the 2FA at the relevant layer:

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

If you are still having issues - as you are a Premium user, you should be able to raise a ticket using your company workspace URL - just attach a screenshot of the screen where you're being blocked:

• https://support.atlassian.com/contact/

If you are having issues raising a ticket - please let me know your timezone and I will raise on your behalf with the relevant team that operates in your region.

Cheers!

- Ben (Bitbucket Cloud Support)