This is Brad Kim in LGU+.
There are some users not to login JIRA/confluence because they forget the password for 2-factor authentication.
How can I initialize 2-factor authentication for users?
The users are email@example.com, firstname.lastname@example.org.
Hi Brad Kim,
You can try the guideline here https://support.atlassian.com/atlassian-account/docs/login-issues-related-to-two-step-verification/
at topic Your emergency recovery key doesn't work or you've lost it.
Or if you're org admin, you can send a support request for your user here https://support.atlassian.com/contact
Hope this helps!