My workmates 2FA not working suddenly

[Jerald Sayson]

My workmate is using Bitbucket every day without any account-related issues at all. However, he contacted me today that he wasn't able to log in due to 2FA verification.

The weird thing is that our Atlassian cloud did not set up a 2FA verification. As an administrator, there is no way for me to reset it since it is not set up in the org.

Is there a way to reset or remove her 2FA? 

Thanks for the support

[Theodora Boudale]

Hi Jerald,

2FA is set up by a user on their own account and not by admins. Admins can require users to enable 2FA, but they cannot set it up on users' accounts.

Bitbucket Cloud uses Atlassian accounts for authentication and 2FA can be set up both on a Bitbucket account and on the linked Atlassian account at the moment. If someone enables both, there should be two entries in the authenticator app, one providing Atlassian account 2FA codes and another one providing Bitbucket 2FA codes. Atlassian account 2FA codes cannot be used for Bitbucket 2FA and vice versa.

You can share the following knowledge base article with your colleague:

• https://confluence.atlassian.com/bbkb/how-to-disable-reset-2fa-on-bitbucket-cloud-and-atlassian-account-1236932929.html

It has screenshots that can help them figure out on which level 2FA is set. There are also instructions on how to disable both Atlassian account and also Bitbucket 2FA.

Please feel free to reach out if you have any questions!

Kind regards,
Theodora