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Recover Trello account after legacy SMS no longer supported

Fernando José Cardozo Aldama

Hi there! I am returning to Trello (from 2019) but I have problems with 2FA and I do not remember if it was really SMS legacy or actual 2FA software. I have backup codes, but they are not working at all.

The message that I receive is this:

Screenshot from 2026-03-11 12-12-35.png

By the way, the website is going in loop for some reason:

Screenshot from 2026-03-11 12-10-44.png

Accepted answers

Blair at Atlassian

Hi @Fernando José Cardozo Aldama I've kicked off the process to help you remove the legacy 2FA from your account. You should receive an email notifying you that the recovery process has started. After a 24-hour security delay, you will receive another email with a link to recover your account.

The second email will include a link to recover your account which expires in 12 hours. Click the link, and you will be prompted to enter your password to disable two-step verification.

Once you have completed the process, you can configure 2FA for your Atlassian account following the steps on this page: https://support.atlassian.com/atlassian-account/docs/manage-two-step-verification-for-your-atlassian-account/

Hope this helps! Let me know how things go, and if you have any further questions. Happy to assist!

All comments

Carlos Garcia Navarro

Hi @Fernando José Cardozo Aldama ,

It seems that a support request is needed. There is no admin-side override for 2FA. You'll need to contact Atlassian support here:

https://support.atlassian.com/contact/

Carlos Garcia Navarro

I'm also tagging this question to get someone from the Atlassian Support to review this post.

Fernando José Cardozo Aldama

Hi Carlos, thank you for your recommendations!

Blair at Atlassian

The second email will include a link to recover your account which expires in 12 hours. Click the link, and you will be prompted to enter your password to disable two-step verification.

Hope this helps! Let me know how things go, and if you have any further questions. Happy to assist!

Carlos Garcia Navarro

Thank you, @Blair at Atlassian !

Carlos Garcia Navarro

De nada! :-)

Fernando José Cardozo Aldama

Thanks for the help!

I am happily waiting the email. I will let you know if something is right or wrong. Have a nice day!

Fernando José Cardozo Aldama

Good day!

Oh, my bad! I have received the email, but I am opening right now, but the token has been expired. This is my fault, because I did not open within 12 hours...

Is there any other opportunity to have another token? Have a nice day!

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