Locked out of Jira Service Management Cloud Admin Account – Unable to Access 2FA or Recovery

[Tobyco Technical]

Hello Atlassian Support,

I am the site administrator for our Jira Service Management Cloud instance. After enabling two-step verification on my Atlassian account, I lost access to the authenticator application that was enrolled. Unfortunately, I also no longer have my recovery key.

When I attempt to log in, I am presented only with the two-step verification prompt. The page does not show the “Can’t use your phone?” or “Can’t find your recovery key?” options that are normally available for account recovery. This means I cannot trigger the recovery email flow.

Because I am completely locked out of my Atlassian account, I am also unable to:

• Access my Jira Service Management site as an administrator,
• Submit a support ticket through the usual portal (since it requires login), or
• Post on the Atlassian Community (also requires login).

This situation has left me without any way to regain access to my account or administer our site.

[Trudy Claspill · Accepted solution]

Hello @Tobyco Technical 

Welcome to the Atlassian community.

I have flagged your post to raise it to the attention of Atlassian team members. You should hear from them within 2 business days.

[Tobyco Technical]

Hi @Trudy Claspill thank you so much for your help!

[Stephen Sifers]

Hello @Tobyco Technical 

Since you can't log into your account, the best path forward is to submit a ticket through https://www.atlassian.com/company/contact/purchasing-licensing#/. Just ensure you select "Continue without logging in" as you don't have access.

From there, our team will be able to help validate your account and reset your MFA setup.

-Stephen Sifers

[Tobyco Technical]

Hi @Stephen Sifers thank you for this. I have reached out