issue with two step verification

Question

Hi, I have recently changed by phone and I can no longer access my Trello account as:

1. The Authenticator App is not linking to the Atlassian Account

2. My recovery key is not working

3. Although I searched the help section of the website and followed the prescribed steps, I cannot see the following options (Bold) on the screen..

* Access "Can't use your phone?": When prompted for your 2FA verification code (which you likely don't have), click the Can't use your phone? link on the screen.
* Initiate Recovery: Click Can't find your recovery key? on the next screen to start the emergency account recovery process

Hence, i cannot log into my account. Even to contact support, I have had to create a separate account with my google account to write this message. The account I want access to is on a different email. Please help.

Blair at Atlassian · Answer

@Aran Murray Thanks for sharing the screenshots! Our support team will reach out to you directly and we'll go from there!

Aran Murray · Answer

Aran Murray · Answer

Hi,

Thanks for your response.

When I go to log in I am on the https://id.atlassian.com/login.. page.

After entering my email and password I get brought to a page which asks for a 6-digit verification code.

As mentioned above the authentication app isnt working on my new phone, so I click "use recovery key", on a new page I get asked to enter the "24-character emergency recovery key" - which I have tried but doesnt work.

The other option available to me here is to "Use SMS instead", which brings me pack to the 6-digit authenticator page?

So no sign of the "Can't find your recovery key?" option.