Atlassian doesn't recognize my password or recovery . What can I do as I want to disable two-factor

[Kathy Smith]

While the steps look easy to follow to disable two-factor verification, Even when signed in to my Atlassian account using my password at sign in (recognized here) when I get to the two-factor verification page/steps here my password in saying incorrect. I am also unable to use my recovery key.

Disabling this will get rid of the headaches every time I try to access trello. Any suggestions?

[G subramanyam]

Hi @Kathy Smith welcome to the Atlassian community.

It sounds frustrating to be locked out of your Atlassian account, especially when you're trying to disable two-factor authentication (2FA) and both your password and recovery key aren't working as expected. 

Here's a breakdown of what might be happening and what you can do, according to Atlassian's support resources:

• Sometimes, cached data can cause issues.
• If your Atlassian account is managed by an organization, there might be specific policies or an administrator involved in account recovery.
• Recovery keys are one-time use. If you've used it before, it will no longer work. Also, ensure you're entering the key correctly, as it's typically a long string of characters.

Possible workarounds (if you haven't given a try):

• Clear Browser Cache and Cookies.
• Try a Different Browser or Incognito/Private Mode.
• For authenticator apps, if the time on your device is not synchronized correctly, the generated codes will be invalid. Check your device's date and time settings.
• If your emergency recovery key isn't working or you've lost it, Atlassian has a recovery process.
• Atlassian Support Link: Login issues related to two-step verification document  (Scroll down to "Your emergency recovery key doesn't work or you've lost it" for these steps).