Org Admin locked out of Atlassian/Jira

[Mary Francis]

My name is Mary Francis with alliantgroup.  My URL is https://alliantgroup.atlassian.net/

I recently changed my password and in attempting to log back in it asked for a verification that was sent to me via Text.  I never got the key and attempted to reset again and eventually was locked out on the afternoon of 7/10/2025.  I have gone through the various boards on your sites and most tell me to login to address the problem but of course I cannot login.  

This is very frustrating and I need assistance as soon as possible.  

Can someone please reach out to me for assistance at mary.francis@alliantgroup.com or 713.598.1918 to troubleshoot and resolve my issue.

[Andy Heinzer]

Hi @Mary Francis 

I can see you have a support case related to this in https://getsupport.atlassian.com/servicedesk/customer/portal/23/JST-1160117

I would recommend following up there so that our support team can help further.

Andy

[Trudy Claspill]

Hello @Mary Francis 

Welcome to the Atlassian community.

Since this is a user community we cannot address your problem directly. We have no administrative access to other customers' sites or the Atlassian Cloud overall.

But I did flag your post to raise it to the attention of Atlassian Team members. You should hear from them within 2 business days.

Another piece of information that will be useful is if you can state whether your authentication is linked to an authority that your company manages, like Azure, or are you using the native Atlassian Cloud authentication. It sounds like you might be using the latter.

One last point I would like to make. This is a publicly accessible forum. It is not a good idea to post your email or phone number or Cloud site URL here as anybody on the internet can now see that information. You may want to edit your post to remove that information.