Reset account password, retrieve account email

[Marco Santarelli]

Hello there,

we have a service account at our company for which we have lost login credentials and the email to which the account is bound to. I can still authenticate and demonstrate ownership of the account through SSH (there is a public key configured on the account and I still possess the private one).

I tried resetting the password using SSH (like described https://confluence.atlassian.com/bitbucket/two-step-verification-777023203.html)

ssh git@bitbucket.org password

but since 2 factor authentication is disabled for the account, I cannot seem to make it work: I can enter the new password successfully but then the tool fails to reset it.

Can an admin help us somehow?

[Ana Retamal · Accepted solution]

Hi Marco, if you did set your global username/email configuration you'll be able to find the email address associated to your account on your .git/config file.

You can also find out the username by running the following command in the same machine where you have the SSH key:

ssh -Tv git@bitbucket.org

Let us know how it goes!

Ana

[Marco Santarelli]

I was able to retrieve the username: 

BackBase-Jenkins

But unfortunately that doesn't help to understand which email is linked to it. The user never committed anything (it was readonly) so no email info is stored in any repo. The machine on which the .git/config was set to the actual user email is not accessible anymore. Is there a way to reset password only knowing the user name?

[Ana Retamal]

Hi @Marco Santarelli, now that you have the username you can follow the password recovery process in our website https://bitbucket.org/account/password/reset/. You'll receive a password email in the email address associated to that account. It won't tell you which email address is it, but if you have access to it you'll see the email coming into your inbox. 

Let us know if you have questions!

Ana

[Marco Santarelli]

If I try that link, and I enter the username, I also get asked a reset email. If I enter the username again in the 2nd step, it doesn't work. See screenshots. Please advise...

[Ana Retamal]

Hi Marco, sorry to hear that didn't work.

I've been able to check the email address associated with the username you gave us, and I can confirm it belongs to the same domain as your email address. I won't be able to share this email directly with you for security reasons, but I can mask it and see if it rings a bell for you (remember that the domain is the same as in your email address):

d****s@b*******.com

Hope that helps!

Ana

[Marco Santarelli]

Hi Ana,

thanks, that helped!

[Ana Retamal]

Happy I could help, Marco. Have a nice day!