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Stuck in 2FA Loop on Bitbucket Login — How to Deactivate and Regain Account Access?

James August 29, 2023

ANSWER (thank you support team!)

We checked your user and it appears you have both:
1.) Bitbucket 2SV, this is the 2 factor you recovered with the one time link and those emails appear successful.
2.) Atlassian Access 2FA. Since each bitbucket account is part of atlassian access, 2FA was enabled on the Atlassian Access as well. This is managed through: https://id.atlassian.com/

To resolve the behavior we'll need to have you recover your atlassian access 2FA as well. You can take the following steps to reset your Atlassian Access 2FA, which looks to be the prompt based on your screenshots:
https://support.atlassian.com/atlassian-account/docs/login-issues-related-to-two-step-verification/

To recover access to your account:

On the recovery code screen, select Can't find your recovery key?

Select Send recovery email. We’ll send you an email with more information with the subject line Steps to recover your Atlassian account. This email does not contain the one-time link described in the next step.

After 24 hours, we’ll send you a second email with a one-time link that lets you access your account and directs you to the two-step verification settings page. Make sure you are available to check your inbox 24 hours after the first email is sent as the link in the second email will expire if not used in time. For security purposes, you also won’t be able to use the link within the email again after it’s been used once.

Follow the instructions in the email to disable two-step verification or enrol a new device.

Once you get access you can disable the Atlassian Access 2FA in https://id.atlassian.com/:
https://support.atlassian.com/atlassian-account/docs/manage-two-step-verification-for-your-atlassian-account/#Disable-two-step-verification

 

 

ISSUE :

I'm having trouble logging into my Bitbucket account because of a Two-Factor Authentication (2FA) step that I don't remember enabling. When I click "Forgot code?" to bypass this, I get a Recovery Email that says it will provide a one-time login link to get me back into my account.

After waiting 24 hours, I receive the email with a "Log in to my account" button. However, clicking this doesn't solve the problem. Instead, it takes me back to the original login screen, where I'm asked for the 2FA code again. So, I'm stuck in a loop and can't access my account.

Has anyone experienced this issue? How can I deactivate 2FA and regain access to my Bitbucket account? Any help would be much appreciated. Thank you!

1 answer

1 accepted

1 vote
Answer accepted
Syahrul
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
August 29, 2023

G'day @James 

Welcome to the community!

There might have been an issue with the on-time login link you received, which could have caused it to become invalid and result in a loop. Please try right-clicking on the link and copying it into a text editor. This will allow you to review the link and check if there are any added Unicode characters.

If you notice any Unicode characters in the link, you may need to decode them. These Unicode characters might be why the link became invalid and caused the looping issue.

Regards,
Syahrul

James August 30, 2023

Hi @Syahrul ,

Thank you, and thanks for the response!

I can confirm there are no Unicode characters. I have also tried opening the link in an incognito tab with no success.

 

Thank you,

James

Syahrul
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
August 30, 2023

Hi @James 

I can see that your account 2SV has been deactivated, so I wonder if you could get this around and turn it off.

Regards,
Syahrul

Like Sabine Mayer likes this
James August 31, 2023

Yes, I was, thank you for following up!

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