Unable to reset 2FA for Jira Cloud user account

Question

Hello Atlassian Support,

I am a Jira Organization Admin at ABB company.

One of our users enabled two-factor authentication (2FA) on their Atlassian account. After entering the password, the system requests a 6-digit verification code. Unfortunately, neither the user nor our admin team can access this code.

We also tried the recovery email option, but it requires a 24-hour waiting period.

We would like to know:

1. How can we obtain the 6-digit code?
2. Can we disable 2FA for company users from the admin side?
3. Is there any faster alternative to reset or bypass 2FA without waiting 24 hours?

Additionally, we cannot access Managed Accounts because domain verification is required, and we cannot see users under Directory → Managed accounts.

Please help us resolve this issue.

Thank you.

Trudy P Claspill · Answer

Hello @Ulvi Nuruzada

Here we are a user community. We cannot access other users' accounts, your environment, or any backend functionality of the Atlassian product. To get that level of assistance you need to open a support case directly with Atlassian at:

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

Ulvi Nuruzada · Answer

Additionally, the affected user mentioned that approximately 3–4 months ago they also attempted to use the recovery option and received a recovery link from Atlassian.

However, even after using the provided recovery link, the user was still unable to successfully access the Jira account.

We would appreciate it if you could also investigate whether there may be an underlying issue with the account recovery or 2FA reset process for this user.

Ulvi Nuruzada · Answer

Hello,

Thank you for your response and clarification.

We understand that the user account is currently not managed because our domain has not yet been verified and the accounts have not been claimed.

At the moment, this issue is impacting the user's ability to access Jira, and we would appreciate any possible assistance from the Atlassian Support team.

Could you please advise if there is any temporary or expedited method to help the user regain access to the account before the 24-hour recovery period is completed?

In parallel, we will also begin the domain verification and Managed Accounts setup process to avoid similar issues in the future.

We appreciate your support and guidance.

Best regards,
Ulvi Nuruzada
Jira Organization Admin
ABB