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2FA not working

amery

I've tried 3 times already, requesting recovery, waiting 24 hours, disabling 2FA on my Atlassian account, writing down the recovery key, enabling it again, adding the QR to google authenticator, writing down the new recovery key.

Then I try to login to my bitbucket account, password accepted, twp-step verification required, 6 digits code from the authenticator on the verification page is deemed invalid, recovery key is also deemed invalid.

yet there is no way of contacting a human for help, I wonder if there is any tbh. they seem pretty much focused on destroying the products Atlassian acquires. I really need to start pushing my employer harder to move to gitlab

update: I disabled 2FA again, deleted cookies and all site data on the browser, yet bitbucket still asks for a verification code. also when trying to login via google's oauth2. It's hard to imagine how messed up their internal systems are.

Accepted answers

Ben

Hey Amery,

I'm sorry to hear that you are having issues gaining access to your account. My name is Ben and I am from the Bitbucket Cloud support team, I will be assisting you further.

To explain the login process - before logging in to Bitbucket Cloud, you must first authenticate with your Atlassian Account (as AA is tied to Bitbucket Cloud workspaces). I have checked your Atlassian Account and can see that MFA is disabled, so, therefore, the 2FA likely exists at the Bitbucket Cloud level.

I have checked the Bitbucket Cloud workspace tied to your email and can see that 2FA is enabled here, so this confirms my suspicions. I have expedited a 2FA recovery email to your registered email address, I have checked our SMTP logs and can see that this email was successfully received by your mail server - so should be in your inbox now.

Please follow the instructions within the email, this should allow you to disable 2FA on your account. Once disabled, try to login again.

Once you are ready to re-enable 2FA, I would suggest clearing your Bitbucket Cloud account from your 2FA app and attempting to enable it again (refer to "Use two-step verification" subheading:
https://support.atlassian.com/bitbucket-cloud/docs/enable-two-step-verification/

Please let me know how this goes and reach out if any issues.

Cheers!

- Ben (Bitbucket Cloud Support)

All comments

Ben

Hey Amery,

I'm sorry to hear that you are having issues gaining access to your account. My name is Ben and I am from the Bitbucket Cloud support team, I will be assisting you further.

Please follow the instructions within the email, this should allow you to disable 2FA on your account. Once disabled, try to login again.

Please let me know how this goes and reach out if any issues.

Cheers!

- Ben (Bitbucket Cloud Support)

amery

Thank you, that worked and 2FA re-enabled successfully.

It's worth mentioning that when the bitbucket 2FA authentication failed I was always directed to resetting the atlassian account. dealing with the bitbucket account directly was never allowed until you sent that email with the magic link.

Invex09

@Ben I think I'm having this similar issue, I have 2FA enabled on my Atlassian ID account (saved to 1Pass), which is working and I can login to, but I'm not sure where my Bitbucket 2FA is stored, yet whenever I try to reset it, there's a 24hr waiting period and it appears I'm just resetting the 2FA info on my Atlassian account again (and not my Bitbucket account).

Do you have a recommended way to set this up in 1Pass? Should I utilize 2 separate entries for Atlassian ID (with 2FA enabled) and also Bitbucket with a different 2FA enabled? Thanks!

Ben

Hi @Invex09

There are two layers of 2FA at play here - the first is your Atlassian account which you first must authenticate through before you can access your Bitbucket Cloud account. If you have 2FA enabled on Bitbucket Cloud - this is the second layer.

You'll need to follow the instructions in the below article:

https://confluence.atlassian.com/bbkb/how-to-disable-reset-2fa-on-bitbucket-cloud-and-atlassian-account-1236932929.html

If you still encounter issues - please raise a new post. This post is 2 years old and I'm not able to see your personal details on my side (I can see these when a new post is raised).

Cheers!

- Ben (Bitbucket Cloud Support)

Invex09

@Ben Sorry, just wrote a new question:

https://community.atlassian.com/forums/Bitbucket-questions/2FA-Issues-Between-Atlassian-amp-Bitbucket/qaq-p/3019926#M117677

Appreciate the quick response!

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