Unable to access organization-managed account - 2FA recovery key lost

[Aygun Safar]

Hello,

I'm unable to access my Jira account and need clarification on the recovery process for organization-managed accounts.

My situation:

• I cannot log into my Jira account (mycompany.atlassian.net)
• I have lost my 2FA authentication codes (saved in iPhone Passwords but can't find them)
• I have lost my 24-character emergency recovery key
• When trying to log in, I'm redirected to a user-access page with a long URL containing join/user-access parameters

My questions:

1. Is my account managed by an organization? (Based on the mycompany.atlassian.net domain)
2. If it's organization-managed, can I use the 24-hour email recovery process, or do I need to contact my organization admin only?
3. Can my IT colleague who originally gave me access reset my 2FA settings?
4. Will resetting 2FA affect my existing tickets, projects, and account data?

I want to make sure I follow the correct recovery process for my account type.

Thank you for your assistance.

[Trudy Claspill]

Hello @Aygun Safar 

Welcome to the Atlassian community.

We are a community of users of our own Jira subscriptions. We don't have access to your Jira instance or your Atlassian Cloud information.

To find out if your account is managed by your company you are going to need to contact the administrators of your Atlassian Cloud products.

Once that has been determined then the correct course of action can be determined.

[Aygun Safar]

Thank you for the clarification. I understand this is a community forum and not official support.

Before I contact our IT administrator, I have a quick question:

Can a company IT administrator/organization admin disable/reset 2FA authentication for a user account in an organization-managed Atlassian Cloud instance?

I want to confirm this is possible before approaching our IT team, so I can provide them with the correct information about what needs to be done.

Thanks for your help!

[Trudy Claspill]

If your account is managed by your company and they are enforcing MFA through a Security Policy, they can find information on helping you regain access to your account here:

https://support.atlassian.com/security-and-access-policies/docs/enforce-two-step-verification/#Troubleshoot-two-step-verification-with-authentication-policies