Locked Out of Bitbucket Cloud Workspace with No Admins and No Portal Access

Tim Penner_x6ez8b

Hello Atlassian Community,

We’re in a situation where our Bitbucket Cloud workspace has no remaining administrators in the group because our previous admins have left the company, and nobody else was granted admin rights. Because no one is an admin, we cannot access workspace settings or open a support request through the usual portal (which requires admin privileges).

We’ve recovered the original admin’s email account and attempted to reset their password, but we’re still blocked by a 2FA challenge. Two-step verification had been disabled on that account, yet Atlassian continues to require a code we don’t have.

Question:
What is the recommended way to regain or reset administrator access in this scenario? Are there alternative escalation paths or contact methods to reach Atlassian Support when you completely lack portal access and are stuck on an unresolved 2FA requirement? Any guidance would be greatly appreciated.

Ben

Hi @Tim Penner 

If all workspace admins have left the company, there was no offboarding procedure that replaced them with a current employee, and the reporter who raised the ticket is not an admin. This makes it not possible to verify that the person requesting the changes is a valid authority against the account, and we are not able to action administrative operations due to our security policies, which protect user data. Atlassian does not typically involve itself in ownership disputes in this manner. We would advise the reporter to gain access to an admin email inbox, and reset the Bitbucket password to grant the necessary access.

In future - to prevent issues, we would recommend ensuring a current employee has admin access prior to removing all workspace admins from the workspace.

With regard to the 2FA restriction - it takes 24 hours to receive a reset email for that users account. Were you able to login and gain access?

Cheers!

- Ben (Bitbucket Cloud Support)