Issue with Account Recovery For User

[Tristen Hester]

Hi, I am supporting a user who needs to reset their MFA on their account. This user's primary email changed and the alias that was used with Atlassian was not added as an alias to their email. I have added the alias to ensure any further emails would come through, but need to know if there is a way to have the recovery email pushed through again without waiting the 24 hours.

[Theodora Boudale]

Hi Tristen and welcome to the community!

I'm afraid that we cannot expedite 2FA recovery requests. The user will need to wait for 24 hours from the time they requested the recovery email.

If the email of their Atlassian account was not operational for some time and we sent an email during this time, then the mail server would respond with a hard bounce and the user's email address would be placed in a suppression list.

Has this user received the recovery email already? If not, and if the user's Atlassian account has an email address from the same domain as yours, please let me know and I can remove all suppressions from your domain.

Kind regards,
Theodora