Login issues related to two-step verification

This document describes problems you might encounter when using two-step verification to log in to your Atlassian account.

Your Atlassian account won't accept your security key

Make sure you’re using a key that you registered for your account.

When you’re using a registered security key but your Atlassian account won’t accept it, check to make sure:

• You’re using a supported browser (Chrome, Firefox, Safari) with the latest version

• Your smartphone supports security keys

If you’re unable to log with the security, use your emergency recovery key. 

Your Atlassian account won't accept your verification code, but you know you're using the right code

If you know you’re using the correct verification code but your Atlassian account won’t accept it, make sure:

• you’re entering the verification code as a single string, for example, 111000 instead of 111 000

• you're looking at the correct verification app and the correct code for your Atlassian account, as many apps allow you to add several accounts and codes in the same app

• the time for your app and phone are the same, and if they’re not, reset your phone’s clock and try to access your account again

If you've tried everything in this list, log in with your emergency recovery key. 

You've replaced your phone, or want to start using a different authentication app

Disable two-step verification, then enable two-step verification again on your new phone or authentication app.

You don't have your phone or can't access your authentication app for two-step verification

If you’re unable to receive a verification code, you can still log in using the recovery code you were given when setting up two-step verification.

To log in using your recovery code:

1. Go to the login screen for your Atlassian product.

2. On your login screen, enter your email address and password, then select Log in.

3. Select Can't use your phone? at the bottom of the page.

4. Enter your emergency recovery key and select Log in.

Your emergency recovery key doesn't work or you've lost it

Your recovery key may not work if it’s already been used before, you didn’t save it when you enabled two-step verification, or you no longer have access to the device you enrolled with.

If you have a managed account and can’t use your emergency recovery key, speak to your organization administrator. If you have an unmanaged account, you can recover access to your account.

To recover access to your account:

1. On the recovery code screen, select Can't find your recovery key?

2. Select Send recovery email. We’ll send you an email with more information with the subject line Steps to recover your Atlassian account. This email does not contain the one-time link described in the next step.

3. After 24 hours, we’ll send you a second email with a one-time link that lets you access your account and directs you to the two-step verification settings page. Make sure you are available to check your inbox 24 hours after the first email is sent as the link in the second email will expire if not used in time. For security purposes, you also won’t be able to use the link within the email again after it’s been used once.

4. Follow the instructions in the email to disable two-step verification or enrol a new device.

If you don’t receive your recovery email, contact Atlassian Support and we’ll send another one to the address associated with your Atlassian account.