Locked out of Bitbucket Account - 2FA recovery email looping and lost recovery codes

Question

Hi Atlassian Community,

I am currently locked out of my company Bitbucket/Atlassian account and unable to complete the 2FA login prompt.

Here is my situation:

* Issue: I lost access to my 2FA authenticator app device and do not have my emergency recovery keys saved.
* Problem with Self-Recovery: When triggering the automated recovery email flow, clicking the link redirects me straight back to the 2FA prompt rather than bypassing or allowing a reset.
* Admin Attempt: Our organization admin checked admin.atlassian.com > Directory > Managed accounts, but the option to reset two-step verification is not visible under my profile.

Could an Atlassian Team member or Community Champion guide us on the exact administrative path or support process to clear or trigger an internal 2FA unenrollment for this account?

Thank you!

Robert Hiles · Answer

Sharing my own experience since I just went through the account recovery flow recently. In my case the recovery link worked when I opened it in the same browser where I had requested it — opening it in a different browser or a private window broke the flow and sent me back to the login screen, which sounds like the loop you are describing. Also, the recovery page explicitly confirms when the link was sent, so if you never saw that confirmation the request itself may not have gone through. These links also expire quickly, so use the newest email and open it right away. If it still loops after that, the support route mentioned above is your best path since they can verify ownership directly.

Arkadiusz Wroblewski · Answer

Hello

Atlassian account 2FA and Bitbucket-specific 2FA are separate.

If your Atlassian account is managed, your Organization Admin may be able to reset Atlassian account 2FA.

For Bitbucket-specific 2FA, recovery requires your recovery codes or the official recovery process.

I recommend contacting Atlassian Support or

https://www.atlassian.com/company/contact/purchasing-licensing#/

- Billing and Licensing don´t need Login to Open Request (Make sure you doing it in Private window)

Bitbucket 2FA documentation

Best,

Arek🤠🧙‍♂️