In my company account I lost the recovery key and have no MFA but it is requested ...

Stephan Best

... to log in and there is no button to request a new recovery key. To contact the support I have to login with my company e-mail, what is not possible, because I have no MFA on my mobile but the application is requesting a verification code. Due to the fact that I changed several times my password my recovery key is not valid anymore but there is no button to request a new one as described in the help documentation. If I click on use SMS I will be redirected to the request of the verification code. If I want to contact the support I have to login, what is not possible. 
Therefore I signed in with my private account to open this community entry. Hope to get either a possibility to send an e-mail to contact the support. I found "a11y@atlassian.com" but get the answer to contact the support, what again leaded to the login issue....
Or a way how I can get a new recovery key or any information how to set up the MFA for Atlassian manual to be able to login at my customer. 
thanks a lot in advance

Stephan

 

Viswanathan Ramachandran

Hi @Stephan Best 

Sorry to hear that. Looks like a MFA lockout situation. Unfortunately, there is no self-service way to generate a new recovery key if:

• You no longer have access to your authenticator app.
• Your recovery key is lost or invalid.
• SMS verification isn't available or loops back to MFA.

The recovery key is only shown once when MFA is first configured. Atlassian cannot regenerate it for security reasons.

Your organisation administrator can usually reset your two-step verification.

1. You'll then sign in again and set up a new authenticator app and receive a new recovery key.
2. Save your recovery key

This is the quickest solution.