How to Disable two-step verification when lost mobile device

[Sungho Park]

How can I remove the existing two-step verification since I lost my previous mobile device and need to register a new phone?

I requested a recovery email, but it has been over 24 hours, and I have not received the code yet.

[Syahrul]

G'day, @Sungho Park 

Welcome to the community!

I can see that a reset email was sent to you on March 12th. Could you please check your mailbox, especially your spam folder or any other filters, in case the reset email ended up there? You need to open the link we sent in the email to reset your 2SV.

Let me know how it goes.

Regards,
Syahrul

[Sungho Park]

I have requested a recovery email multiple times, but I have not received the reset mail.

I have checked spam and all other mailboxes, but the email is still not found.

Could you please check the reset mail delivery status?

(Is there an alternative way to receive the reset code for Bitbucket 2SV reset?)

[Syahrul]

Hey @Sungho Park 

I can confirm that we successfully delivered the email. Could you please search your mailbox for "@bitbucket.org" to see if it was redirected somewhere?

Unfortunately, you cannot disable the 2SV except by clicking the reset link we sent to your mailbox.

Please let me know how it goes.

Regards,
Syahrul

[Sungho Park]

I have confirmed that the email is being blocked due to the company’s security policy. 

Since domain whitelisting is not allowed for security reasons, I have added "notifications-noreply@bitbucket.org" to the whitelist.

 Does the recovery email, which is sent after 24 hours, also come from this email address?

[Syahrul]

Hey @Sungho Park 

Thank you for the update. I can see the email has been sent out again to your mailbox. Can you check it again and let me know how it goes?

It's 24 hours after you request the reset.

Regards,
Syahrul

[Sungho Park]

I have whitelisted “notifications-noreply@bitbucket.org”, but I am still unable to receive emails.

I plan to whitelist all the following addresses and request the recovery email again:

• no-reply@atlassian.com

• noreply@mailer.atlassian.com

• notifications-noreply@bitbucket.org

Is there a restriction on requesting recovery emails? I am currently not receiving the recovery email even after requesting it.

[Syahrul]

Hi @Sungho Park 

There are no issues with the delivery of reset emails at this time. I have conducted several tests and verified that the emails are being delivered as expected. Below are the email details:

• Subject: [Bitbucket] Recovery request ready
• Email Address: notifications-noreply@bitbucket.org

I recommend contacting your mail server to check if any emails from "notifications-noreply@bitbucket.org" have been delivered to your mailbox recently. This will help determine if the email reached your mailbox or was lost in transit.

Regards,
Syahrul

[Sungho Park]

Thank you for your help.

I will check with the company’s server administrator regarding the email subject and sender address.

Previously, I was able to receive the ”[Bitbucket] Recovery request received” email after making a recovery request, but now I am not receiving it.

I am wondering if too many requests have caused my email to be blocked.

[Syahrul]

Hey @Sungho Park 

Currently, sending too many requests is not an issue. Please let me know how it goes when you check with your server administrator.

Regards,
Syahrul

[Sungho Park]

According to our mail server administrator, no emails from bitbucket.org have been detected. 

Our company email system is based on a Microsoft Office365 outlook, and even after adding the domain to the whitelist, we are still unable to receive recovery emails.

Could you please consider if there is another way to receive the recovery code?

Alternatively, is it possible to send the recovery email from a different domain address?

[Theodora Boudale]

Hi @Sungho Park,

Please allow me to step in as Syahrul is out of office.

I'm afraid that there is no other way to disable Bitbucket 2FA other than the recovery email and we cannot send this email from a different domain or email address.

I assume this concerns the Bitbucket Cloud account with the same email address as the community account you used to make this post?

If so, I can see that the last Bitbucket 2FA recovery email was sent on 25th March 2025 at 01:11 UTC. The response we received from your mail server for that specific email is the following:

250 [Sniper] OK 1742865077 snipe-queue 21951

The 250 response code indicates a successful action. You can provide this message to your mail server administrator, perhaps the other numbers indicate some IDs that they can use to find the email on your mail server.

Atlassian outbound mail is sent by the following IP ranges and addresses, in case you need to allowlist by IPs:

• https://support.atlassian.com/organization-administration/docs/ip-addresses-and-domains-for-atlassian-cloud-products/#Outbound-email

Please keep in mind that the recovery link we send in the 2FA recovery email is valid for 24 hours after the email is sent, which means it will have expired now. When the issue with your mail server is resolved, you'll need to request a new 2FA email as the previous ones were sent more than 24 hours ago.

Kind regards,
Theodora

[Brant Schroeder]

@Sungho Park welcome to the Atlassian community

You can follow the steps here: https://support.atlassian.com/atlassian-account/docs/manage-two-step-verification-for-your-atlassian-account/   If that does not work you can submit a support issue to Atlassian support, and they will be able to help you.  If you are on a free plan I can escalate it to support for you.