Login Problem

Question

HELLO
I’ve been a paying customer of TRELLO for several years now. After switching to a new iPhone, I unfortunately can no longer access my account. Two-factor authentication is no longer working.

[Personal information removed for privacy and because it is against the Community Guidelines.]

I still have a 24-digit emergency code. Unfortunately, it’s no longer valid. But you could certainly use it to verify my identity again.

Whenever I try to log in, I’m always prompted for two-factor authentication. So I’m stuck and no longer have access to any of my boards.

Can you please help me as soon as possible? My business runs through these countless boards.

Thank you in advance for your help. Koni Nordmann

P.S. To get in touch with you, I’m using a different login here.

Koni Paul · Answer

thank you very much. Perfect HELP :=)))

Germán Morales · Answer

Hi @Koni Paul , welcome to the Atlassian Community!

Since the emergency recovery key is no longer accepted, you need to use Atlassian’s account recovery flow. Recovery keys can only be used once, and nobody in the Community can use an old key to verify your identity. Please do not post the key or any other account details here.

* Enter your usual account email address and password.
* On the two-step verification screen, select Use recovery key?, then Can't find your recovery key?.
* Select Send recovery email and look for an email titled Steps to recover your Atlassian account.
* After 24 hours, Atlassian will send a second email containing a one-time link. Use it promptly to enrol the new phone or change your verification method.

You can find these steps in Atlassian’s two-step verification recovery guide. If the account is managed by an organization, contact its organization administrator instead. If the recovery emails do not arrive, use Atlassian’s account support contact from the account you can currently access.