MFA with Atlassian suite not able to login after change of device

Question

HI,

I have acces to 2 enterprise Atlassian suite with the same email address.

At some point there was enforcement of MFA on the domain https://rfxdev.atlassian.net/ et it was based on Atlassian MFA. My current tennant and email domain have MFA with microsoft Authenticator and my account works fine

For this MFA I had setup a Atlassian account in my microsoft anthenticator app and forgot to move it when I change phone + i don't have my recovery code.

Since then my domain admin and Jira admin did not find any way to reset this MFA on ATlassian suite and don't even find a trace of it in our Active Directory

Contact with Atlassian support reported the fault on our domain and I am left with no access as a product manager and may have to move out of this suite,

please help me get this Atlassian MFA reseted

Julien

Jayesh_lm5kvh · Answer

Hello @Julien.Faury

Make sure you are org admin for the same.

Julien.Faury · Answer

Thanks @Tomislav Tobijas

My issue actually happens with 2 Atlassian tennants where the admins have no MFA configured

- on is based on SSO and the other one not

The code can not be resent from the login page

and I have reached out to support

Thanks

Tomislav Tobijas · Answer

Hi @Julien.Faury ,

I'm guessing this account is managed by an organization. If so, your organization admin can reset your two-step verification by:

* Going to Atlassian Administration.

* Selecting Security > Authentication policies.

* Moving your account to a policy where two-step verification is optional, then resetting your two-step verification, and moving you back to the original policy.

Source: Login issues related to two-step verification

On the other hand, if the account is not managed by the organization, here's what you can do:

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

* Then select "Send recovery email". Atlassian will send you an email with more information (subject: "Steps to recover your Atlassian account").

* After 24 hours, you’ll receive a second email with a one-time link. This link will let you access your account and take you to the two-step verification settings page, where you can disable two-step verification or enroll a new device.

I'm guessing that if none of this works, you or your admin should reach out to Atlassian Support.

All of these depend on how your account is configured, how it's managed and what configs. are in place if the account is provisioned from IdP. Most of these troubleshooting steps are handled by the user management team within your organization. 👀

Cheers,
Tobi