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reset the two-step verification (2FA

Pedro Pereira

I no longer have access to the authenticator app used for the 6-digit verification code required to sign in.

I need to reset the two-step verification (2FA) so that I can configure a new authenticator
I need email address and how I should contact the Helpdesk for assistance?"
thanks

Accepted answers

Viswanathan Ramachandran

Do you get any issues? You have lost access because? Do you have more details?

Did you reach out to https://support.atlassian.com ?

All comments

Viswanathan Ramachandran

Do you get any issues? You have lost access because? Do you have more details?

Did you reach out to https://support.atlassian.com ?

Pedro Pereira

Can not find how i contact the Helpdesk for assistance

Pedro Pereira

I have a user and password.
I change the password but when i put de password , it need two-step verification (2FA)
Enter the code from your authenticator app.6-digit verification code*.
I changed the mobile and i need the heldesk reset mytwo-step verification (2FA) so i can config the new two-step verification (2FA)

Arkadiusz Wroblewski

Hello @Pedro Pereira

Resetting your password won't disable two-step verification (2FA).
On the login screen, choose "Can't use your phone?" and then "Can't find your recovery key?" to get a recovery email.
You'll receive a second email from Atlassian after 24 hours to reset your 2FA. If your account is managed by your company, contact your Atlassian administrator for assistance.

Official instructions:
https://support.atlassian.com/atlassian-account/docs/login-issues-related-to-two-step-verification/

Best,

Arek🤠🧙‍♂️

Tomislav Tobijas

@Pedro Pereira have you managed to sort this out?

Regarding that recovery email and the second one for the actual reset, it's recommended to check your spam folder to see if the email may have landed there. 👈

In case the email never arrives, you can use the following channel > Your Account > Log in issues to get to a chatbot where you can explain your issue and provide your email and it can check whether your email landed in Atlassian's suppression list. 🎟️

Fyi, 2FA reset might look a bit different (I believe they've changed it recently):

Step 1	Step 2	Step 3
Select "Use recovery key"	Select "Can't find your recovery key?" OR "Use SMS instead" if you have that configured	Click on "Send recovery email"

Cheers,
Tobi

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