Lost access to 2FA - Unable to login to my Atlassian account

Question

Hello Atlassian Support Team,

I am writing to you from a different Atlassian account because I cannot log in to my main account due to 2FA issues.

I lost access to my authenticator app and do not have backup codes.
Additionally, when I tried to use a recovery code that I had noted down earlier, it was rejected as invalid.

Could you please help me reset the two-step verification for my main account?

Thank you for your support.

Hakkı Ayrık_2glihm · Answer

Hi everyone,

I just wanted to let you know that my issue has been resolved. Following your guidance, I went through the recovery process, received the email as described, and was able to regain access to my account.

Thank you all so much for your clear explanations and support — it really helped me!

Beverley · Answer

Hi @Hakkı Ayrık

Assuming the account isn't a company managed account, if your recovery code isn't working, then please follow these steps to recover access to your account:

* On the recovery code screen, select Can't find your recovery key?

* 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 doesn’t contain a one-time link.
* After 24 hours, we’ll send you a second email with a one-time link. This link lets you access your account and takes you to the two-step verification settings page. Follow the instructions in this email to disable two-step verification or enrol a new device.

This guide has more information about how to recover access to your account: Your emergency key doesn't work or you've lost it

I hope that helps!

Brant Schroeder · Answer

@Hakkı Ayrık welcome to the Atlassian community

I am assuming that you still have access to the other account specifically the email account associated with it, and it is not a company managed account.  If this is the case then support will be able to help you.

I have escalated it to them.

While you wait to hear from them I would suggest following the steps here to see if you can recover it - https://support.atlassian.com/atlassian-account/docs/login-issues-related-to-two-step-verification/#Your-emergency-recovery-key-doesn--x27-t-work-or-you--x27-ve-lost-it