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Temporarily exclude users from two-step verification

Jason Sweet November 25, 2019

A user has lost his phone and needs to re-enable 2FA. 

I found this link to a description to temporarily exclude him but the instructions do not match my screens. I am Org Admin and have a valid subscription to Atlassian Access.

It says to select Directory > Managed accounts.  This option does not exist.

Please advise.

Thank you.



To exclude a user from two-step verification
  1. From your organization at, select Directory > Managed accounts.

  2. Find the user's account, perhaps using the available filters, and click Show details.

  3. From Two-step verification under Security, click Exclude from two-step verification.

1 answer

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Jimmy Seddon
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
November 25, 2019

Hi @Jason Sweet,

Make sure that you are actually at the root of your organization when starting these instructions.  If you are at the context of managing one of your sites (Jira, Confluence, etc.) you won't see these options presented.  You will be able to tell this, if you see a "Back to Organization" link under your organization name.

Clicking on that should take you to where you can start to follow the instructions.

I hope that helps!


Jason Sweet November 25, 2019

Jimmy, you are the man.  Thank you very much!

David Vandekerckhove May 26, 2020

Works fine,

Better put this clearly in the official article...


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