2FA inaccessible and Recovery Key Not being Recognised

[Graeme Pye]

Hiya, asking for my colleague; (rebecca.bhore@currys.co.uk). She's lost access to her 2FA as her phone was stolen, and recovery key she's using is not being recognised. There's no option that says Can't find your recovery key? as per the support article here Login issues related to two-step verification | Atlassian Support. Can you please contact her directly on the email above and support her on how to resolve this issue or regain access to her account.

[Alisson Sartor]

Hello, Graeme

Welcome to the community

The can't find recovery key part is after she tries to log in, here's a tutorial.

• Go to https://trello.com/login and try to log into your account
• On the screen asking for the recovery key, click on Can't use your phone?
• Click on Don't have your recovery key?
  Enter your email address and click Send recovery link

This will send an email to the address linked to your account with a one-time link you can use to access your account - Please note, for security reasons, this email will take a full 24 hours to be delivered, and we're unable to speed this up.

Once you regain access to your account, you must disable 2FA by following the steps on this page to prevent this issue from happening again.

Once you've disabled 2FA, you can then re-enable it if you want by following these steps, which will setup a new code so you can continue to access your account once it's setup,

Kind Regards
Alisson
Trello Team

[Graeme Pye]

that's the issue, there's no "Don't have your recovery key?" its either Can't use your phone? or Use your phone on the screen it asks to enter emergency key

[Alisson Sartor]

Hello, Graeme

I just tested, here are the steps: 

Click on can't you user your phone




and after on can't find your recovery key.



After that, a message will be displayed like the one below, and she can click on send recovery email.




Kind Regards
Alisson
Trello Team

[Graeme Pye]

---

as mentioned here no, "Can't find your recovery" option

[Alisson Sartor]

Can you ask her to try another browser or incognito mode?

[Graeme Pye]

tried on Edge, edge incognito, Chrome, Chrome incognito. Same results

[Alisson Sartor]

Hello, Graeme

Thank you for the test. I consulted with our internal team and noticed that this account is managed. To disable two-factor authentication (2FA), one of the organization's administrators needs to take action.

For detailed instructions, please refer to this community thread: How to Enable & Disable Two-Factor Authentication

I recommend reaching out to the IT team or an org admin to address this issue, for security reasons i can't share the org admins names, but they should be able to provide.