I am locked out of my Trello/Atlassian account, what should I do?
Asked by Benjamin Y_:

Hello there,

I'm looking for some solutions on whether if it is possible to get ahead one the Atlassian account that I've been locked out. This is one of my previous accounts that I've configured 2-step verification, and I can recalled that I was provided with a 24 characters emergency recovery key.

I've replaced my mobile phone a few times due to the it being damaged and is in need of a replacement, and I did not migrate from my old phone to the new phone properly.

Any way that I could recover some of the information that I've created in my previous Atlassian Account. Thank you, your advice is much appreciated.

![2-step verification (lock-out) atlassian - 2.jpg](/t5/image/serverpage/image-id/240844i25200A2DA4EB0CE5/image-size/large?v=v2&px=999 "2-step verification (lock-out) atlassian - 2.jpg")![2-step verification (lock-out) atlassian.jpg](/t5/image/serverpage/image-id/240845iB56C95B2D40F1644/image-size/large?v=v2&px=999 "2-step verification (lock-out) atlassian.jpg")


Answers:
author: Alex Koxaras _Relational_
body: Hi [@Benjamin Y_](/t5/user/viewprofilepage/user-id/4572673)

If you have a long time to use this account and if you changed your telephone so many times, and you have forgotten your recovery key, then two possible solutions I would advise you:

1. First and foremost, it's an old account. Most likely you are of no need now. So create a new one
2. Contact Atlassian's support to help you out, but I would very sceptic about this. They have all this security to keep their account safe, and I would very cautious about granting you access to that account, unless you had some sort of proof that this was your account.

comments: author: Benjamin Y_
body: Hello [@Alex Koxaras _Relational_](/t5/user/viewprofilepage/user-id/4150197)

Thank you for your reply.

I would like to go with option #2, or try out point #2 - as suggested by you. But because I've holding onto a free account - I've attempted to contact Atlassian's Support through the usual routes of providing the relevant information, but I don't think that this is possible - unless I'm logged into my account.

In order to proof that I'm the rightful owner of this account - I can proof to them ("Atlassian") that I'm the domain owner of the user ID - used for the login page.

Do you know if there is any way that I can contact Atlassian Support without having to logged in using the user ID that I needed access to?

Thank you in advanced.


author: Alex Koxaras _Relational_
body: In order to contact their support, you have to have an atlassian id. You can create a new one using the domain you currently own. That would solve your problem, buuut, since you are on a free plan, their support will redirect you to this community.

If you are the domain owner, most likely you have access to the email account, right?

Did you try to go to id.atlassian.com and reset the password using links that would go directly to that mailbox?


author: Benjamin Y_
body: Hey there,

Thank you for your help.

I've manage to found the 24 characters emergency key in one of my folder within my PC. And I've manage to unlock the account without much difficulties. Thank you for paying so much attention to this question.

I will proceed to close this ticket/question. Cheers


Tags: cloud

confluence-cloud