Not receiving email to reset Bitbucket 2FA
Asked by Max Anastasio:

Hi everyone,

My issue: I cannot log into bitbucket.org as I don't have any 2FA record in my auth apps for Bitbucket, no recovery codes, and the 2FA reset email does not get through.

A few premises:   
- I have created this Bitbucket account around 2018 but haven't used it in the last couple of years at least.  
- Yes, I can access all other Atlassian services (with Atlassian id and 2FA) and regularly receive all other Atlassian emails (including invites and password resets) with no issue. The issue seems to be specific to BitBucket 2FA reset emails.  
- I don't remember ever activating 2FA for BB (I see it was supposedly made mandatory in 2022), I do not have any recovery codes, and yes I have checked my spam folders etc.

I am opening this question after seeing this page: <https://community.atlassian.com/t5/Bitbucket-articles/How-to-get-support-for-Bitbucket-Cloud-invitation-and/ba-p/1932959>

Steps I'm following:

* in a new browser session open bitbucket.org and click Log In
* enter my email address, click continue, enter password, click Log in
* I get the Atlassian account 2-step verification page and successfully pass it with 2FA code from mobile app. that works fine - I can access any Atlassian services, however
* if I try to get into Bitbucket I'm immediately redirected to a Bitbucket-specific two-step verification page
* at this point I only have one Atlassian account in my mobile app, which of course fails with "Invalid two-step verification code."
* I click the "Forgot code" link and I get to a page saying "Recover your account - We will send an email to \<my address\> with instructions on how to recover access to your Bitbucket account..." - I click on "Send recovery email"
* I get a success page "Recovery email has been resent. Check your inbox! Recover your account We've emailed instructions to: ..."
* I never receive any email. Not even after 24/48h. The email is not in spam/junk folders. I have tried multiple times in the last few weeks/months with the same result.

I have a customer inviting me to a new repository and the only option I have right now is to ask them to switch to a different service. Really appreciate any info on steps or alternative options that might exist to either unlock the emails or reset/disable the Bitbucket-specific 2FA (through Atlassian support).

Thanks - Max


Answers:
author: Theodora Boudale
body: Hi Max,

Since you made several requests more than 24 hours ago, I went ahead and sent another 2FA recovery email to your email address just a few minutes ago. Our email logs show that it has been delivered to your mail server. Could you please check if you have received it?

I would suggest checking your Spam folder and also if you have any filters that would prevent our emails from reaching your inbox. If you still cannot find it, I would suggest reaching out to the admin of your mail server to help you figure out why these emails do not make it from your mail server to your inbox.

Kind regards,  
Theodora

comments: author: Max Anastasio
body: HI [@Theodora Boudale](/t5/user/viewprofilepage/user-id/818086) , thanks for your response.

I have to backtrack a bit unfortunately. I have reached out internally but due to several factors (security policies, number of systems involved in email handling and security, size of the organization, email volume) it is simply unfeasible to pinpoint where my specific 2FA email might be stuck.

The only step I see available is to ask you: is there any other option available such as having Atlassian Support deactivate my Bitbucket 2FA temporarily? Sorry for the annoyance.

Thanks - Max


author: Theodora Boudale
body: Hi [@Max Anastasio](/t5/user/viewprofilepage/user-id/2653332),

I'm afraid that the support team cannot disable 2FA for Bitbucket Cloud accounts.

I will go ahead and create a support ticket on your behalf and a Bitbucket Cloud support engineer will look into whether there are other options. You will receive shortly an email with a link to the support ticket; if you don't, please feel free to let me know and I can post the ticket URL here (the ticket's content will be visible only to you and Atlassian staff).

Kind regards,  
Theodora


author: Max Anastasio
body: Thanks Theodora, appreciated.

I've got the ticket, will follow up there.

Thanks again - Max


author: Theodora Boudale
body: You are very welcome Max, please feel free to reach out if you need anything further!


author: Theodora Boudale
body: Hi everyone,

If you came across this question because you are facing the same issue, we want to ensure you get help.

Please check the following community article for more information, and create a support ticket or a new community question if needed (instructions for both are included in the article):

<https://community.atlassian.com/t5/Bitbucket-articles/How-to-get-support-for-Bitbucket-Cloud-invitation-and/ba-p/1932959>

Kind regards,  
Theodora


author: Andrea Caria
body: Hi everyone, I have the same problem described by all the other people here.  
Can you check if the mail mail is in the suppression list? I haven't received the reset email for about a week and I can't log in to bitbucket

Thanks a lot,

Andrea

comments: author: Theodora Boudale
body: Hi Andrea,

Your email address was indeed in our suppression list, so I went ahead and removed it. If this was a password reset email, please request a new one. If it was a 2FA recovery email, please keep in mind that this is sent approximately 24 hours after you request it.

If you are still experiencing issues, please create a new question in community via <https://community.atlassian.com/t5/forums/postpage/board-id/bitbucket-questions> or create a ticket with the support team via <https://support.atlassian.com/contact/#/>.

Kind regards,  
Theodora


author: neerajorion
body: I am also not able to receive password reset emails on \<email_redacted\> email id. Can you please remove it from your suppression list (if its there) or else please check into this issue ?

Thanks

Neeraj

comments: author: neerajorion
body: [@Theodora Boudale](/t5/user/viewprofilepage/user-id/818086) , can you please look into the above issue. Thanks


author: Theodora Boudale
body: Hi Neeraj,

This email address was indeed in our suppression list, I went ahead and removed it. Please request a new password reset email now, as the previous ones were dropped.

If you ever need help again, I would recommend creating a new question instead of posting on another user's question, to ensure that my teammates will see it if I am out of office.

Kind regards,  
Theodora


author: a_halili
body: Hi,  
I am having problem signing in with email of a colleague. It is not receiving reset link nor confirmation code. Where can I address this?  
Regards,  
Arbnor

comments: author: Theodora Boudale
body: Hi Arbnor,

I see that you created a support ticket with us and the issue has been addressed there.

In case you experience the same issue with a different account, please reach out via the support ticket and mention the email address of the affected account.

Kind regards,  
Theodora


author: Stefan
body: Hello [@Max Anastasio](/t5/user/viewprofilepage/user-id/2653332) and [@Theodora Boudale](/t5/user/viewprofilepage/user-id/818086)  
Was there a solution for this problem?  

I have the exact problem with exact steps as [@Max Anastasio](/t5/user/viewprofilepage/user-id/2653332)  
I don't have access to the 2FA codes because I stoped working for the company and deleted the 2FA, but now I am back at the company and have the same problem.

comments: author: Theodora Boudale
body: Hi Stefan and welcome to the community!

Your email address was in our suppression list, however, I can see that it was removed from the suppression list two days ago. Since then, we have sent several emails to your email address and all of them show to have been delivered to your mail server.

Can you please confirm if you receive our emails now?

Kind regards,  
Theodora


author: Stefan
body: Yes, I received the email and managed to recover my account.  
Thank you


author: Theodora Boudale
body: That's good to hear, thank you for the update, Stefan!


author: Max Anastasio
body: Hi Theodora,

thanks for the update - it makes sense, will follow up with our internal IT Support.

Thanks - Max


Tags: bitbucket-cloud

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