Need MFA Reset

[John Peterson]

Lost access to MFA for our main account and don't have recovery phrase. I created this account so at least I can post something about the issue. Resetting password didn't work and don't get the option for Can't Find Your Recovery Key.

I need MFA reset. I still have the password. Unable to contact support.

Anyone have same issue and actually get it resolved or was able to contact support? It's a bummer there isn't a contact email or phone number for situations like this. Would love it if support connected with me.

[Renato Fagaraz]

Hi @John Peterson !

In the case of your company, since users are managed by an Atlassian Org and have a 2FA policy, the reset has to be done through the Organization admin. 

That's why you can't see the option "Can't Find Your Recovery Key".

You need to reach out to your admin and ask for them to help you with this process, you can link them this article directly to make things easier: https://support.atlassian.com/security-and-access-policies/docs/enforce-two-step-verification/#:~:text=step%20verification%20enabled.-,Troubleshoot%20two%2Dstep%20verification%20with%20authentication%20policies,-There%20are%20situations

Hopefully that helps!

[John Peterson]

Hi @Renato Fagaraz,

I am the admin and the only user. I lost access to the password manager that was storing the MFA code. This is why I need to have MFA either reset or removed from account which is something only support can do.

The only problem is I can't contact support.

[John Peterson]

@Renato Fagaraz ,

Has this been forwarded to support? I still don't have access to the account.

Additional info: I'm the admin and have lost total access to the account b/c of losing access to the two-step verification code and the emergency recovery key.

[Renato Fagaraz]

Hi @John Peterson !

I have created a ticket with Atlassian Support on your behalf. There is a dedicated team for Atlassian account and Guard issues, so I'm putting your ticket in their queue directly. 

You should be receiving an email on both accounts you're using, this one right now, and the admin one for your Organization, those will have a link for your ticket, OK? 

[Valerie Knapp]

Hi @John Peterson , welcome to the Atlassian Community and thanks for your post. 

I found some documentation about the multi factor authentication here https://support.atlassian.com/atlassian-account/docs/manage-two-step-verification-for-your-atlassian-account/ . Are you saying you don't have the emergency recovery key? Or that it doesn't work? 

Either way, I can escalate this post for you to the support.

Best wishes

[John Peterson]

Hi @Valerie Knapp

Yes, I do not have the recovery key. I got locked out of my password manager where the recovery key was stored.

Yes, please escalate to support.

Thank you

[John Peterson]

Still waiting for support to contact me @Valerie Knapp

The other responses aren't helpful b/c I'm the admin and have lost total access to the account b/c of losing access to the two-step verification code or using the emergency recovery key b/c I lost access to that too.

Is this/has this been forwarded to support?

Thanks

[Valerie Knapp]

Hi @John Peterson , @Renato Fagaraz is from Atlassian so I'd have to defer to them about if someone else can help. 

Best wishes 

[John Peterson]

Good to know.