Lost access to account with 2FA enabled

Question

Hello Atlassian Support Team,
Our account administrator has lost access after enabling email-based two-factor authentication. Unfortunately, the authentication codes are not being received via email (not in the inbox or spam folder). We are unable to log in and therefore cannot submit a support ticket through the portal.

When visiting https://support.atlassian.com/contact, we are only given the option to “Get help from your site admin.” However, our site admin is the one who lost access to their account, so this option is not viable.
We are essentially stuck in a dead end.

Could you please help us recover access or temporarily disable 2FA so we can log in?
Thank you for your assistance.

Marco Hurtado · Answer

Thanks Stephen, I have created a ticket with number CA-3634681.

My next question is where could I see the ticket status ?  Because any notifications (recovery password email, 2fa auth number or news) aren't being received via email (not in the inbox or spam folder).

Stephen Sifers · Answer

Hello @Marco Hurtado

I was unable to find a site associated to the account you use here within our Community Forums. The best path forward for your admin would be to use the Customer Advocates portal. When you navigate to this portal you'll need your admin to select the "Continue without logging in" option to avoid the problem you mentioned above.

You can find the mentioned portal here: https://www.atlassian.com/company/contact/purchasing-licensing

-Stephen Sifers

Trudy P Claspill · Answer

Hello @Marco Hurtado

Welcome to the Atlassian community.

We are a user community so cannot directly help you.

But I am able to flag your post here to raise it to the attention of Atlassian Team members. You should hear from them within two business days.