Operator Lost MFA Access and Recovery Key – Unable to Log In

[Nesrine chaouachi]

Hello,

One of our operators has lost access to their MFA authentication app and no longer has the recovery key. As a result, they are unable to log in to their Atlassian account.

They do not have any active sessions on other devices, and we do not have admin access to reset their MFA.

What is the best way to recover their account? Can Atlassian Support assist with resetting the MFA?

Thanks in advance for your guidance!

[Samuel Gatica _ServiceRocket_]

Hi @Nesrine chaouachi 

Welcome to the community!

Your emergency recovery key doesn't work or you've lost it

Your recovery key may not work if it’s already been used before, you didn’t save it when you enabled two-step verification, or you no longer have access to the device you enrolled with.

If you have a managed account and can’t use your emergency recovery key, speak to your organization administrator. If you have an unmanaged account, you can recover access to your account.

To recover access to your account:

1. On the recovery code screen, select Can't find your recovery key?

2. Select Send recovery email. We’ll send you an email with more information with the subject line Steps to recover your Atlassian account. This email does not contain the one-time link described in the next step.

3. After 24 hours, we’ll send you a second email with a one-time link that lets you access your account and directs you to the two-step verification settings page. Make sure you are available to check your inbox 24 hours after the first email is sent as the link in the second email will expire if not used in time. For security purposes, you also won’t be able to use the link within the email again after it’s been used once.

4. Follow the instructions in the email to disable two-step verification or enrol a new device.

If you don’t receive your recovery email, contact Atlassian Support and we’ll send another one to the address associated with your Atlassian account.

Ref: https://support.atlassian.com/atlassian-account/docs/login-issues-related-to-two-step-verification/

Best regards

Sam