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Login Problem with Two Factor Authentication

One of my users turned on Two Step Authentication by mistake and we cannot turn it off. He lost the code in MS-Authenticator and now is in limbo. I've deleted his access, and every time I try to re-create him, it bounces him back to Two Factor Authentication. 

For what its worth, I've put a ticket in with Atlassian Support which is absolutely unacceptable.  Not even an acknowledgement of the ticket since Nov 29th.  We will likely migrate to a different platform as we can never get support. 

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