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new phone, 2FA enabled and don't have the backup codes

Hello!
I'm a system admin for Jira products in my company. I have a Bitbucket user who had to change out her phone, and she does not have the backup codes. She has 2FA enabled on her account and so is now locked out of Bitbucket. She was using Authy for 2FA. Is she out of luck or is there a way of getting her back into Bitbucket? Would she just have to set up a new BB account?

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I had a similar situation and I recovered my account. You need to send a recovery request, this method only works if the mail for which the account was created has not been lost. As far as I remember, the recovery letter comes to the post office every other day, this is done for security purposes.

Also, if the account was linked to a Google account, try signing in with that account.

I'll have her try, thank you!

Like aumirnpay likes this

this worked, she's good to go, thank you again!

Like aumirnpay likes this

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