Two step verification off does not allow user to log in

[Devon Wynne]

As an admin using the "two step verification off" option the users added still cannot login without a prompt for 2FA

This has not always been the case until recently in the last few weeks

[Petter Gonçalves · Accepted solution]

Hello @Devon Wynne

This is Petter from Atlassian Support.

I saw you mentioned that you have contacted us already. Can you please provide us with the ticket number so we can confirm the ticket status?

If you didn't receive an answer yet, can you confirm if the accounts facing this bug are using a verified domain managed by you? Or are they part of an external domain that is not verified?

If they are not managed by you, they have manually added the two-step verification on their Atlassian accounts, so the global settings in your organization will not impact their accounts. In that case, each account needs to follow the steps of this documentation to properly disable the 2FA:

1. From the Two-step verification page, enter your Account password and select Unlock settings to get to your two-step verification settings. You won't see this option if you recently entered your password.

2. Under Settings, select Disable two-step verification.

3. From the confirmation dialog that appears, select Disable to stop using two-step verification.

Let us know if this information helps.

[Devon Wynne]

Hi Petter,

The Ticket number is PCS-85932.

Support was able to help and the issue has been corrected.

I had not followed all the right steps to disable two-step verification.

I had added users to the two-step verification off in authentication policies but I had not done the step of disabling the user's two-step within the Security section of the managed accounts directory.

Once I had done the two actions the two-step functioned as advertised.

Thanks for the support

.

[Petter Gonçalves]

Hey Devon,

thank you for letting us know how it was corrected. Your detailed explanation may help more users in the community, so we really appreciate your effort to take the time to share the solution.

Have a nice weekend!

[Brant Schroeder]

@Devon Wynne 

What type of account are they using to login with?  Is it Google, Atlassian, etc.

[Devon Wynne]

Atlassian account for company confluence account

[Brant Schroeder]

Is the two step verification still set to optional for all accounts?

1. Navigate to Authentication policies at admin.atlassian.com.

2. Select Edit for the policy you want to make two-step optional.

3. On the Settings page, select Optional.

[Devon Wynne]

Optional is set-

This has worked for users in the past. Just recently the switch to two step veri. off doesn't allow users to log back in without 2FA.

[Brant Schroeder]

 Have you verified your domain and is the account on that domain?  Is their account used on any other Atlassian cloud products outside your company?   I am also going to ask Atlassian to take a look at this.

[Devon Wynne]

Thanks Brant, I have also made contact with the support team and they are helping me to sort it out