Not able to login changed phone and last recovery codes
Asked by Narasimhulu.Golla:

I changed my phone and lost MFA. I am not sure where I saved recovery codes.

Need help with resetting MFA.

Attempted with recovery code link and got email after 24 hours but the link is taking me to login page and not able to reset MFA with my new phone.


Answers:
author: Caroline R
body: Hi, [@Narasimhulu.Golla](/t5/user/viewprofilepage/user-id/5043199), welcome to the community!

Currently, there are 2 different types of two-step verifications we can set, one is at the Atlassian account level and the other is at the Bitbucket Cloud account level:

* **The MFA is set in the Atlassian account level** (Access <https://id.atlassian.com/manage-profile/security> to configure it)

* **The 2sv is set on the Bitbucket account level** (Access <https://bitbucket.org/account/settings/two-step-verification/manage> to configure it)

Checking your account, I see you have both of them activated, so I believe that's the reason you are having problems deactivating it, as when you access the link to reset your 2sv (Bitbucket 2sv), the link is redirecting you to inform your MFA (Atlassian account MFA) before:

* When a user has both **Atlassian MFA** and **Bitbucket 2sv** enabled at the same time, when you try to log into Bitbucket, the system will ask you to enter the Atlassian MFA first:

![atlassian.png](https://community.atlassian.com/t5/image/serverpage/image-id/219124i043598387983F042/image-dimensions/227x372?v=v2 "atlassian.png")

* And then they will need to inform the 2sv from Bitbucket:

![bitbucket.png](https://community.atlassian.com/t5/image/serverpage/image-id/219125iAFECFD6188C6B136/image-dimensions/228x295?v=v2 "bitbucket.png")

In this case, if you don't have access to your MFA either, as your account is **managed by your organization**, I recommend you to talk to your org manager and ask them to disable your MFA (Atlassian account level), and then try to disable your 2sv (Bitbucket Cloud account level).

I hope this clarifies the situation, but please let me know if you face any other obstacles.

Kind regards,  
Caroline

comments: author: Narasimhulu.Golla
body: Hi Caroline,

Atlassian account is accessed using SSO SAML and MFA not challenged. Do you want me still disable MFA Atlassian account.

![Screen Shot 2022-10-04 at 2.15.24 PM.png](https://community.atlassian.com/t5/image/serverpage/image-id/219186iA3F4D8414BA335D2/image-size/large?v=v2&px=999 "Screen Shot 2022-10-04 at 2.15.24 PM.png")

I have requested Bitbucket 2SV recovery code reset and got response saying in 24 hrs I will receive email with link to reset MFA.

This is the 3rd time I am trying after waiting for 24 hrs. But last 2 times the Bitbucket 2SV recovery email is not allowing me to reset 2SV, but it is challenging for 2SV code.

Thanks,

Narasimhulu Golla


author: Caroline R
body: Hi Narasimhulu, thanks for getting back to us.

I'm glad to know the MFA is not a problem for you. In this case, after 24 hours, you should receive an email like this:

![Screen Shot 2022-10-05 at 4.24.08 PM.png](https://community.atlassian.com/t5/image/serverpage/image-id/219363iAB920FEBC2815742/image-dimensions/305x261?v=v2 "Screen Shot 2022-10-05 at 4.24.08 PM.png")

Once you open "**Log in to my account** ", you should be redirected to access your Bitbucket Cloud account. After informing your email and password, **the system will ask you to add your MFA (Atlassian account)**, and after that, you should see the following message:

![Screen Shot 2022-10-05 at 4.26.25 PM.png](https://community.atlassian.com/t5/image/serverpage/image-id/219368i175A993E85F63944/image-dimensions/427x377?v=v2 "Screen Shot 2022-10-05 at 4.26.25 PM.png")

Please let me know if it works this time, and in case it doesn't, please share with us what is the step that is failing here.

Thank you.

Kind regards,  
Caroline


author: Narasimhulu.Golla
body: Thanks Caroline

I am able reset Bitbucket 2SV.

Thanks,

Narasimhulu Golla


author: Caroline R
body: Thank you so much for your confirmation, Narasimhulu. I'm glad to know it worked.

Kind regards,  
Caroline


author: Nic Brough -Adaptavist-
body: Welcome to the Atlassian Community!

We can not help you with this. Atlassian asks for 2FA when it is enabled, but it's not their system. You need to talk to the providers of your 2FA.

comments: author: Narasimhulu.Golla
body: I initiated MFA reset and The MFA reset link is not working.


author: Nic Brough -Adaptavist-
body: You will need to talk to the MFA provider about it.


Tags: bitbucket-cloud

cloud