Two Factor Authentication Issues

[Lauren Klymshyn]

Hi Atlassian Community!

We're having a lot of issues with two-factor on our account. We had it enabled but then decided to turn it off for the entire organization. Even though we disabled the security setting, some users are still being asked to input two-factor and have been locked out of their accounts since they do not have two-factor for Atlassian. 

Users have also tried to use their emergency key/password to bypass the two-factor and have been prompted that the emergency key is inaccurate when in it isn't. 

Please help!

[Edwin Kyalangalilwa]

Hi @Lauren Klymshyn ,

Please have users try clearing their browser cache/cookies and restarting their browsers.

[Lauren Klymshyn]

@Edwin Kyalangalilwa - Thanks so much for the suggestion! We've unfortunately already done this and still experience the same problem. 

We also are locked out of the mobile Jira and Confluence Cloud Apps, as the two-factor authentication prompt is still trying to force users to enter a two-factor code from the Google Authenticator App even though the two-factor setting is turned off :(

[Edwin Kyalangalilwa]

@Lauren Klymshyn what were you using for two-factor?

[Lauren Klymshyn]

Google Authenticator @Edwin Kyalangalilwa 

[Edwin Kyalangalilwa]

@Lauren Klymshyn ,

So you were using Enforced two-step verification and now you have disabled it?

I'm assuming all users didn't individually enable the functionality. Are you still using Atlassian Access?

[Lauren Klymshyn]

@Edwin Kyalangalilwa - correct. We are still using Atlassian Access, thanks!

[Edwin Kyalangalilwa]

Hi @Lauren Klymshyn ,

I'm not seeing any errors or bugs related to this.

Please create an Atlassian Support ticket and they should be able to do more in-depth troubleshooting.