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, 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 in with your security key, 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 - if they’re not, reset your phone’s clock and try to access your account again

If you’re still unable to log in, use your emergency recovery key.

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

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

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 app.

2. 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

You’ll need to recover access to your account if you don’t have your emergency recovery key or it doesn’t work. If your account is managed by an organization, speak to your organization admin. If your account isn’t managed by an organization, you can recover access to your account by yourself.

To recover access to your account by yourself:

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 doesn’t contain a one-time link.

3. After 24 hours, we’ll send you a second email with a one-time link. This link lets you access your account and takes you to the two-step verification settings page. Follow the instructions in this email to disable two-step verification or enrol a new device.

Make sure you check your inbox 24 hours after you receive the first email, as the link in the second email will expire after a short period. For security purposes, you can’t use the link again once it’s been used. If you don’t receive a recovery email, contact Atlassian Support.