Locked out of Bitbucket – 2FA security key required, recovery email never arrives

Question

Hello Atlassian Support Team,

I'm unable to access my Bitbucket Cloud account associated with my Hotmail email address.

Here's the situation:

* I've been using this Bitbucket account for years without login problems.
* Recently, my Chrome browser lost its saved sessions, requiring me to log in to all my accounts again.
* My Atlassian password works, and I can successfully reset it through the "Forgot password" process.
* However, after entering my password, Atlassian requires two-step verification using a security key. I don't remember ever setting up a security key, passkey, or authenticator app.
* I've checked Apple Passwords and Google Chrome Password Manager, but neither contains a passkey for Atlassian.
* I initiated the account recovery process more than 72 hours ago. I received the initial confirmation email stating that a one-time login link would arrive within 24 hours, but that second email never arrived.
* I've initiated recovery a second time, but I'm concerned the same problem will occur.

Interestingly, I can still successfully access my Bitbucket repositories using Git over HTTPS from my Mac, since my Git credentials are stored separately in macOS Keychain. However, I cannot access the Bitbucket website or reconnect the Atlassian VS Code extension.

I'm posting this question using a different Atlassian account (Gmail), since I cannot log in to my original Hotmail account.

Could an Atlassian support engineer please:

* Investigate why the second account recovery email isn't arriving, including possible email suppression or delivery failures.
* Help me regain access to my original account and reset the unavailable two-step verification method.
* Create a private support ticket if necessary, so I can securely provide my affected account email address.

I would greatly appreciate your assistance, as I rely on this Bitbucket account for my development projects.

Thank you!

Germán Morales · Answer

Hello Andrey Pronyaev, and welcome to the Community.

To answer your question about how to escalate: nobody here can see or reset your account, but Atlassian's guide for this exact case says that if the recovery email doesn't arrive, you should contact Atlassian Support. You can do that from the Gmail account you're using now:

* Go to Atlassian Support and pick the option for account or login issues.
* In the request, give the Hotmail address of the locked account (the ticket is private, so it's safe there, unlike here). Explain that the "Steps to recover your Atlassian account" email arrived, but the one with the one-time link never did after 72 hours, and that you started the recovery twice.

While you wait, check Hotmail's Junk folder around 24 hours after each recovery request, since the second email is a separate message. And since your Git over HTTPS access still works, pulling a fresh copy of your repositories now is a good safety net.

Reference: Login issues related to two-step verification

sam.sultan · Answer

Thanks for confirming.

Unfortunately, I don't have visibility into Atlassian's internal support systems or email delivery logs. As this appears to be an account recovery issue rather than a Bitbucket usage issue, I'd recommend contacting Atlassian Account Support directly so they can investigate the missing recovery email and any account-specific restrictions.

Andrey Pronyaev · Answer

Thanks for prompt reply, do I need to escalate (if yes, please let me know how), or Atlassian Account Support will pick it up from here?