r/atlassian • u/pstewart19 • 7d ago

2FA Reset

Hey team ... my 2FA device got wiped as I was doing something with it. On that same device I had my backup codes (yeah dumb on my part).

So I read the online docs and it talks about the process to reset my Atlassian account. The options it shows do not exist (recovery codes, don't have codes). I can reset my password but there is no place to reset 2FA.

To reach support, I have to login to their portal .. obviously I cannot.

We have premium support but I don't have the phone number anywhere, and guess what? Their docs say that the phone number is in the portal once I login ... go figure.

Does anyone know how to reset 2FA in this situation? I am the account and billing admin ..

Thanks!

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u/Disgustedlibrarian 7d ago

If you have Atlassian Guard, and manage accounts through it, then another org admin can reste 2FA for you.

Or, if you buy licenses through a partner, they can raise it on your behalf.

Or, a colleague could try.

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u/pstewart19 7d ago

Thanks for that .. we don't use Guard and I'm the only admin :(. We buy direct ..

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u/Disgustedlibrarian 7d ago

Ask a colleague to contact support on your behalf.

If that doesn't work, use a different email to create a new account and contact support. You may need to activate a paid trial before you're eligible for support

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u/pstewart19 7d ago

That's a really painful way to have to reach out to them ... I get it but holy this is crazy :). Long gone are the days of actually supporting customers and making it easy to get support .. thanks

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u/pstewart19 7d ago

Found a way to contact them via their chat .. thanks everyone