Disable 2FA for End User

[Md Miah]

Hello,

We are working on enabling MFA for end users. However, I can't find an option to disable MFA for a user by logging in as admin. How can I disable MFA for a user when the user does not have access to their phone or recovery key?

Please note that I have followed the below steps:

1. From your organization at admin.atlassian.com, select Security > Authentication policies.

2. Move member to a policy where two-step verification is optional.

3. Select Directory > Managed accounts> Show details to open the member’s page.

4. Select Disable two-step verification so the member can reset two-step verification and log in.

5. Move the member back to the previous policy.

However, when I click on "show details", it does not give me the option to disable MFA.

Please advise.....

Thanks

Md

[Mahmoud Aldamiri]

we are facing this issue currently and the user is not able to login what to do in this case while the administrator does not have the right to disable the 2 steps auth 

the user forgot to save the key and lost his phone, Does anyone have a solution?

[Kristin Lyons]

Can you add a screenshot of the two authentication policies?

[Md Miah]

[Md Miah]

FYI: We do not have the access subscription to create another authentication policy. We can only have one policy.

[Kristin Lyons]

It's my understanding that to require MFA, you need an Atlassian Access subscription - is it possible that the user has set their own account to require it?  The user can go to this page https://id.atlassian.com/manage-profile/security/two-step-verification and see if they have it enabled or disabled and can control whether to require it or not.

[Md Miah]

We will enable it per user by giving them the url you shared. However, we want to know if the admins can disable the MFA or give them temporary urgent access if needed?

[Kristin Lyons]

Admins cannot disable MFA if the user has it configured.  Only the user would be able to disable it.

[Md Miah]

Ok, but it is required to have the MFA code to be able to disable the MFA prompt. However, what if the user loses their phone or in case of an emergency when the user does not have access to their phone?

Thanks

Md

[Kristin Lyons]

@Md Miah  There is information on this page that answers that question - https://support.atlassian.com/atlassian-account/docs/manage-two-step-verification-for-your-atlassian-account/ the user will get a backup code that they need to save.

[ANNA.ROZANEK]

my recovery key is not working
my authenticator is enabled on not working phone
recover account button showing "unexpected error"

to raise a ticket to IT Support I have to be logged in

to disable 2FA or to disable a mobile device with an authenticator I have to be logged in

Can someone help?