Come for the products,
stay for the community

The Atlassian Community can help you and your team get more value out of Atlassian products and practices.

Atlassian Community about banner
Community Members
Community Events
Community Groups

Add Atlassian account to Duo Mobile on new phone

I've changed from an Android phone to an IOS phone.  I have 2FA enabled on my Atlassian account, and used Duo Mobile on my old Android phone to log in.

I have downloaded Duo Mobile on my new phone, and I want to add the Atlassian account.  I was having problems and thought it was because I still had the account on my old phone, so I removed it.  Unfortunately that wasn't the problem.

When I try to add the Atlassian account to Duo Mobile on my new phone, it asks me to scan the QR code.  I am logged into my Atlassian account on the website and can look at my security settings, but I can't figure out how to get a QR code to appear.  2FA is enabled on the 'Manage 2-Step Verification' page, I can't disable it (I get an error when I try) and the only other option is to create a new emergency recovery key.

The account is gone from my old phone, so I can't use that anymore.  If I don't have a QR code then I can also enter a 'key' in Duo Mobile, but it's not the emergency recovery key because I've tried that.  

Any help would be greatly appreciated.  I'm logged on right now, but once I log out I don't think I'll be able to get back in.

2 answers

0 votes

Hi, we were encountering the same issue too. A member of our team has encountered the same issue, and the admin has already disabled her 2-way authentication to let her reset it. However, when she clicked on the reset password link, a 2-way authentication is still required. Any assistance or advice would be much appreciated!

I am in the same boat at the moment and no one seems to be able to help me with this... 

Suggest an answer

Log in or Sign up to answer
Community showcase
Published in Atlassian Account

How to change your Atlassian account email address

When using an Atlassian account that is not managed, it’s possible to change the email address, but we often receive the following notification on the email that we want to use: Sorry, we couldn'...

1,129 views 2 18
Read article

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you