How can I log in if I can access my SSO and I do not have the recovery key?

Question

Good morning,

I am using the same account that I used as an intern in my company. I left the company and came back 2 months after with the same email but I can't access my recovery key as my old email got deleted. I also do not have the possibility to use my phone verification app as I do not have the atlassian available and it has to be activated from the inside of the account.

Could you please help me in this matter?

Thank you!!!!

James Gamble · Answer

Hola Alejandro,

Since this is tied to your company's SSO, I would start with your company’s IT or Atlassian organization admin rather than treating it as a standard personal account recovery issue.

When you left the company, your old account or email identity may have been deleted, deactivated, or recreated. Even if the email address looks the same now, Atlassian and your company’s SSO provider may not see it as the same account behind the scenes.

Ask your company admin to check whether your Atlassian account is still active, whether it is managed by the company’s Atlassian organization, and whether your SSO identity is mapped correctly. They may need to restore access, reconnect your account, reset the company-managed login/MFA state, or re-invite you.

If your company confirms the account is active and correctly mapped, but you still cannot complete Atlassian's two-step verification, Atlassian Support would likely need to assist with the recovery process. The Community will not be able to bypass the recovery key or authenticator requirement.

Thanks,

James

Marc -Devoteam- · Answer

Hi @Alejandro Amil Garcia

Check the options, on login-issues-related-to-two-step-verification