User Problem

Organization admins who do not enforce 2FA via authentication policies are unable to reset a managed account's optionally-enabled 2FA.
 
This is in contrast to organizations with authentication policies that enforce mandatory 2FA, where organization admins can follow these steps to reset 2FA for their users.

Suggested Solutions

Admins should be able to follow these steps to reset a managed account's optionally-enabled 2FA:
1. Go to Atlassian Administration. Select your organization if you have more than one.
2. Select Directory, then select Users.
3. Use the Account type filter and select Managed accounts.
4., Select a user to open their profile.
5. Select the Security tab.
6. In the Authentication policies table, select more actions (•••).
7. Select Reset two-step verification.

Currently, however, step 7 yields a greyed out "reset" button.

Current Workarounds

Organization admins can place the user in an authentication policy that enforces 2FA, and then follow the typical steps to reset their 2FA. 

Alternatively, contact our support team.