Lost my phone and Authentication App and Emergency key
Asked by Varshini:

Hi,

I have lost the authentication app and Emergency Recovery Key(as i have lost my phone)

I tried to recover my account using the following instructions:  

<https://support.atlassian.com/atlassian-account/docs/login-issues-related-to-two-step-verification/>  

But this does not work. It does not show "Cant find your recovery key?" option on the recovery code screen.

Also i tried to reach out to:  
<https://support.atlassian.com/contact/#/>

But here also i am not able to reach out to support/raise a request as it is asking me to login and which again leads to Verification Step and Emergency Recovery Code.  

Can you please help me recover my Account:  
email id : \<email_removed_for_privacy\>


Answers:
author: Theodora Boudale
body: Hi [@Varshini](/t5/user/viewprofilepage/user-id/5406403) and welcome to the community!

If you have set up Atlassian account 2FA (for <https://id.atlassian.com/>), when you try to log in you should see the following page:

![Screenshot 2024-01-17 at 12.40.25.png](https://community.atlassian.com/t5/image/serverpage/image-id/300972i8AA1A6022B85BD6E/image-size/large?v=v2&px=999 "Screenshot 2024-01-17 at 12.40.25.png")

If you select **Can't use your phone?** you should then get redirected to the following page:

![Screenshot 2024-01-17 at 12.40.36.png](https://community.atlassian.com/t5/image/serverpage/image-id/300973iDDF696987E9953E7/image-size/large?v=v2&px=999 "Screenshot 2024-01-17 at 12.40.36.png")

On this page, you will see the **Can't find your recovery key?** option. You can select that to request a 2FA reset email.

If you don't see these options, please post a screenshot (or a series of screenshots) of what you see so we can look into it.

Just a heads up, I removed the email address from your post to protect your privacy.

Kind regards,  
Theodora

comments: author: V? ??i Khang
body: Hi [Theodora Boudale](https://community.atlassian.com/t5/user/viewprofilepage/user-id/818086)  
I dont see **Can't find your recovery key?**   
**![Screenshot from 2024-03-11 14-21-50.png](https://community.atlassian.com/t5/image/serverpage/image-id/311230i283B3067E180CFBA/image-size/large?v=v2&px=999 "Screenshot from 2024-03-11 14-21-50.png")** Please help me  
Thank you   
Khang


author: Theodora Boudale
body: Hi [@V? ??i Khang](/t5/user/viewprofilepage/user-id/5449319),

I'm not sure why this option is missing.

Please create a ticket to ask for support with this issue via <https://support.atlassian.com/contact/#/>, in "What can we help you with?" select **My account**.

When you are asked to provide details, please include the screenshot and mention the email address of the account you are trying to log in to when you see this error (do not post the email address here, as this is a public forum).

Kind regards,  
Theodora


author: inam ul haq
body: If you've lost access to your authentication app, Emergency Recovery Key, and are unable to use the provided recovery instructions or contact Atlassian Support through the usual means, try alternative contact methods, different devices or browsers, social media, community forums, and wait for potential recovery options. If all else fails, consider more drastic options like creating a new account or seeking assistance through alternative channels outside of the official support platform


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