User 2fa not working

[richardmcgavigan]

Hello,

A member of my team hasa bitbucket log in with 2FA but they have a new phone so are unable to log in and my recovery key didn't work. So yesterday they asked to "send a recovery email" and it said it would be with them in 24 hours.

They have received my one-time log in today.

"This recovery link will only work for the account for 24 hours after it was sent. For security reasons, you can only use it once. When you log in to your account, we'll direct you to your two-step verification settings page."

However, when they click the link it asks me to log in and then asks for 2FA - which they are unable to do.

They just seem to be stuck in a loop of not being able to log in.

Are you able to help with this please?

Thanks

[Ben]

Hi @richardmcgavigan 

There is a chance that the customer has 2FA enabled at both the Atlassian account level and the Bitbucket Cloud level.

We have an article that highlights which level the 2FA is configured at (based on the appearance of the 2FA prompt) and provides steps to reset/disable at both levels:

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

Please follow the above article and let us know if any issues.

Cheers!

- Ben (Bitbucket Cloud Support)