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Unmanaged user lost MFA Device and user not able to login to Jira cloud

Gorle Suresh

Hello,

In our Jira cloud we have one of the unmanaged user lost his MFA Device and he is unable to login to Jira as it requires 2 step-verification.
FYI, we have enforced 2- step verification option under security, authentication policies and we disable this option due to security reasons.

user does not have recovery key with him so what are the possibilities for the user recover his account / login to application.

Let us know if you need any additional information from ourside.
Thanks

Accepted answers

Enric Font_9rmi2h

Dear @Gorle Suresh

If the user is unmanaged (external Atlassian account):

You CANNOT reset MFA from your side.
Only Atlassian Support can assist.
The user must raise a request directly with Atlassian Support:

https://support.atlassian.com/contact

They will go through identity verification before disabling MFA.

Hope this helps

All comments

Sebastian Krzewiński

Hi @Gorle Suresh

Is MFA set on Atlassian account or is done by identity provider (e.g. AAD)?

I see that you are on a free plan but Atlassian community is not able to solve this issue.

Regards,
Seba

Enric Font_9rmi2h

Dear @Gorle Suresh

If the user is unmanaged (external Atlassian account):

You CANNOT reset MFA from your side.
Only Atlassian Support can assist.
The user must raise a request directly with Atlassian Support:

https://support.atlassian.com/contact

They will go through identity verification before disabling MFA.

Hope this helps

Marc -Devoteam-

Hi @Gorle Suresh

Welcome to the community.

See the options in this KB; manage-two-step-verification-for-your-atlassian-account

If you have a recovery key, you can execute this yourself, if not then you will need to raise a support ticket as mentioned by @Enric Font if this is an unmanaged account.

As you seem to be on a free plan I have requested assistance for you, this can take up to two business days, keep an eye out on this post.

Mohanraj Thangamuthu

Hello, Good day. I have created a support request on your behalf with the concern team. Our team will get back to you over email. Thanks!

Gorle Suresh

When the user is trying to create a ticket with Atlassian support he is not able to login so MFA is set on Atlassian account.

Gorle Suresh

This Discussion can be closed as user is able to login after getting the recovery key following the below steps:

On the MFA prompt, select "Can't use your phone?".
If available, choose "Can't find your recovery key?".
Follow the prompts to request a recovery email. Atlassian will send a recovery email with further instructions, typically after a 24-hour waiting period for security reasons 2.

Received mail from Atlassian and recovered his account.

Thanks everyone for your support on this topic.

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