Two Step authentication Issue: Verification code is not receiving to the mobile

sherihananver · Member · Jul 6, 2014 at 6:12 pm
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My friend has enabled two step authentication to login to the word-press account. It has worked before two weeks ago.

Username: lasithapetthawadu

login email address:(email visible only to moderators and staff)

The last four digits of the phone number shown in the verification screen is correct. However even after trying for two days continuously, still it has not received a verification code via SMS. The generated backup codes are already used.

I am posting this issue since he has no way to do it via his account because of the login being blocked.

Can someone help to solve this issue ASAP.

The blog I need help with is: (visible only to logged in users)
timethief · Member · Jul 6, 2014 at 6:14 pm
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I’ll tag this thread for a Staff follow-up. Please subscribe to the thread so you are notified when they respond and please be patient while waiting.
sherihananver · Member · Jul 6, 2014 at 8:37 pm
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Thanks a lot fro the quick reply. waiting to recover from the issue asap.
timethief · Member · Jul 6, 2014 at 8:55 pm
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Please understand that there is a backlog of account recovery requests that Staff are dealing with. They deal with the requests that have the earliest date-stamps and timestamps first, as would be expected then and work forward.
timethief · Member · Jul 6, 2014 at 8:56 pm
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Please have your friend complete the form for account recovery at this link https://en.wordpress.com/wp-login.php?action=recovery and submit it to the Account Recovery Staff so they can contact your friend by email ie. not on these public support forums which are available to everyone with internet access.
rachelmcr · Staff · Jul 8, 2014 at 2:24 pm
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Hi there,

I checked our records, and we do have records showing that we sent the SMS codes to the number on that account. As timethief mentioned, your friend should go ahead and fill out this form for more help from our account recovery team:

https://en.wordpress.com/wp-login.php?action=recovery
sherihananver · Member · Jul 8, 2014 at 6:24 pm
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He has filled that form and submitted and continuously attempting to login but not receiving the verification code via SMS.

Please look in to it once again and let me know if there’s any other recovery mechanism like removing the two step authentication and resetting the password or receiving the code to email at least once to login to the account and remove the two step authentication?

Note that he has not enabled any Authenticator application on his phone but received the code via SMS all these time.
rachelmcr · Staff · Jul 9, 2014 at 10:44 am
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After that form is submitted, our account recovery team will reply via email to provide further help. (The team responds to all inquiries in the order in which they were received.) I’m not able to do anything more to help with this process, so he’ll need to wait for that email from our account recovery team for additional help.
sherihananver · Member · Jul 9, 2014 at 5:03 pm
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Thank you for the response. I hope the issue will be solved soon :)
lasithapetthawadu · Member · Jul 17, 2014 at 3:04 pm
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Thank you Sherihan for posting on behalf of me, I was able to recover my account and I decided to disable two step authentication, since I had issues with it.

Thank you everyone for your support.

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