Locked out of Trello; 2FA Code not recieved

[Kev Akers]

Problem: Since migration from Trello to Atlassian account I'm logged out of my Trello account and cannot log in.

I have successfully sent password reset, and have reset said password (same email as this Atlassian account obviously).

It then asks for six-digit 2FA code - but I'm not recieving the code to my phone.

The screen says:

      We've sent a code to +xxxxxxxxx70, it should get to you soon.

This format of phone number is correct for my phone number; but nothing is recieved.

Can you help?

The phone is a New Zealand phone number (0064) if that helps?

[Iain Dooley]

@Kev Akers I'll ping the team in Slack to see if someone can jump on here quickly.

[Kev Akers]

Thanks Iain, appreciate your help very much!

Havent heard anything yet (but I'm learning patience :))

[Ed Letifov _TechTime - New Zealand_]

What can Community (i.e. other users just like you) possibly solve here?

Reach to atlassian support via https://support.atlassian.com instead.

I have noticed that a lot of other services (non-Atlassian) are failing to reach NZ numbers - it's possible that there is a failure somewhere on infrastructure level with some generic provider (e.g. AWS).

[Kev Akers]

Thanks - I've seen some support reps answering questions on here; I was hoping someone might help my instance too. I'm getting desperate now...

[Ed Letifov _TechTime - New Zealand_]

They do indeed, but to me, this always seemed like "volunteer service" and "picking up strugglers", whereas proper support channels will have SLAs attached to them.

[Ed Letifov _TechTime - New Zealand_]

Also see this one: https://community.atlassian.com/t5/Trello-questions/2FA-in-Trello-does-not-ask-for-a-code/qaq-p/1331056

Specifically the advice to reach to Trello team

[Kev Akers]

Thanks.

I've tried Trello support twice.

Also sent ticket to Atlassian.

Also sent DM via Twitter.

Any other channels you can recommend :)

[Ed Letifov _TechTime - New Zealand_]

From experience I would expect some delay due to timezone differences.

I would also suggest trying to raise a query in the context of Atlassian ID (not Trello)

The real nuclear options are at the bottom of this page: https://www.atlassian.com/company/contact (and I don't mean Feedback to Founders) 

[Iain Dooley]

@Ed Letifov _TechTime - New Zealand_ the new trello.com/contact page pushes people pretty aggressively to community support and there's no email address anymore which is why so many people are on here asking stuff.

However, the support folks from Trello will come on here and address any issues that don't have an accepted answer within 24 hours, and those of us in the Slack channel can also bring stuff to their attention if urgent.