Account recovery request - Locked out due to 2FA on new device

Question

Hello Atlassian Support Team,

I am writing from this secondary account because I am unable to access my main Atlassian account and every attempt to reach support through the contact form redirects me to the login page of the locked account, creating a loop I cannot escape.

Here are the details of my situation:

- I recently changed my mobile phone and lost access to my authenticator app used for two-step verification.
- I do not have my emergency recovery key / backup codes.
- I still have full access to the email address associated with my main account.
- I know my account password.
- I have tried the "Send recovery email" option from the 2FA login screen, but [please specify: I have not received the email / the email did not solve the problem / I am still waiting].

My main account details:
- Email associated with the locked account: parro@bludata.com
- This secondary account email (for correspondence): paoloparro@gmail.com

Could you please help me disable two-step verification on my main account so I can regain access and set it up again on my new device? I am happy to provide any additional information needed to verify my identity.

Thank you very much for your assistance.

Best regards,

Paolo

Paolo · Answer

Hi Anastasiia,

Thank you for getting in touch.

I was able to recover my Trello security key and resolve the issue. The problem was caused by having to change my phone, which had the two-factor authentication set up, so I could no longer access my account in any way. Additionally, I was unable to contact customer support because logging in was required.

Thank you again for your support.

Best regards,
Paolo

Anastasiia Dimnych · Answer

Hi @paolo parro,

Apologies for a delay on our end!

From your initial message it is not quite clear what happens when you try "Send recovery email" option as it should help in your situation.

If you still can't log in after trying to send the recovery email, please raise a ticket with our support team:

* Visit our Support portal.
* If you can't log in to the portal, select "Unable to log in" from the options provided.
* Provide your email address.
* How can we help you?* -> Other.
* Skip Provide the related URL, SEN, EN or invoice number (if applicable) field.
* Describe your issue.
* Submit a ticket.

Support team will be able to look into the problem and help you resolve any outstanding issues.

Best,

Anastasiia

Philipp Sendek _catworkx_ · Answer

Hi @paolo parro

sorry to hear that!

I have marked your question for an Atlassian Support Engineer to look into it. They should be able to create a ticket for your or sort out the issue directly. Please give it up to 2 business days to get back to you.

Crossing fingers that this will get sorted out as quickly as possible!

Greetings
Philipp