2-factor authentication not working after upgrade to iPhone 6

  • Unknown's avatar
    paulmozina · Member ·

    Hi. I just upgraded to an iPhone 6 and noticed that the 2-factor authentication is not working anymore. When I try to access features on the WordPress admin pages that require me to enter the code, WordPress is not sending it to my phone via sms text. I have the same phone number.

    Also, the WordPress app on my phone is not receiving notifications anymore. I tried to reinstall it but when I attempt to login it requires me to enter the 2-factor authentication code and I cannot do it.

    What is the best way to proceed?

    Thanks

    Paul
    414 344-8931

    The blog I need help with is: (visible only to logged in users)

  • Unknown's avatar
    alexjgustafson · Member ·

    Hi Paul,

    Your user records indicate that two-factor authentication is enabled, but not via SMS. Were you using an authentication app like Google Authenticator at some point?

    In the case, the best fix would be to disable two-factor authentication (you’ll need to use one of your back-up codes), then enable once again using your new phone.

    Enable Two-Step Authentication

    Once you have the two-factor authentication disabled/re-enabled that should clear up logging into admin pages. The WordPress app is designed to be logged in with an application-specific password:

    Enable Two-Step Authentication

    You can create the password once you have two-factor authentication setup again.

    Let me know if you hit any snags with disabling/re-enabling.

    Best,

    -Alex G.

  • Unknown's avatar
    paulmozina · Member ·

    Thanks Alex. I wrote down the 16 character application code when I enabled 2-factor authentication and I did NOT print the QR Code. I am using Google Authenticator and I tried adding my wordpress user back into google authenticator using the 16 character application code and it is not working. I was able to add the user but the 7 digit security code it is generating is not matching what wordpress is expecting so it refuses to log me in. So, I cannot access my account to disable 2-factor authentication. Can you please disable it on your end so that I can start over again? I cannot login to my website.

    Paul

  • Unknown's avatar
    paulmozina · Member ·

    Thanks Alex. I wrote down the 16 character application code when I enabled 2-factor authentication and I did NOT print the QR Code. I am using Google Authenticator and I tried adding my wordpress user back into google authenticator using the 16 character application code and it is not working. I was able to add the user but the 7 digit security code it is generating is not matching what wordpress is expecting so it refuses to log me in. So, I cannot access my account to disable 2-factor authentication. Can you please disable it on your end so that I can start over again? I cannot login to my website.

    Paul

  • Unknown's avatar
    alexjgustafson · Member ·

    Hi again,

    The Application Password is not meant for Google Authenticator, it’s meant for the WordPress application.

    Enable Two-Step Authentication

    Since you’re not using the Google Authenticator on your old phone, the one being used when you enabled Two-Factor Authentication, I wouldn’t expect the new Google Authenticator profile to work.

    Our records indicate that when you setup two-factor authentication you confirmed receipt of ten backup codes.

    Enable Two-Step Authentication

    Since you’re logged in to post in this thread, you should still be able to visit your user security page:

    https://wordpress.com/settings/security/

    On this page click “Disable” and you’ll be asked to enter a code:

    Cloudup tjqnh5uhg2d

    Cloudup 10ljy3r11mk

    You’ll need to enter one of your 10 back-up codes since you no longer have access to the original Google Authenticator application.

    Do not enter codes from your new Google Authenticator because that is not the Google Authenticator profile setup to your WordPress.com account originally.

    Once you successfully disable two-factor with this process, you can then choose re-enable with Google Authenticator again, using your new phone.

    Please let me know if you do not have access to your backup codes and I can refer you to our Account Recovery process.

    Best,

    -Alex G.

  • Unknown's avatar
    paulmozina · Member ·

    Hi Alex. Thanks for your prompt response.

    Yes, I was confused about the usage of the application code.

    I don’t doubt that I did confirm receipt of the ten backup codes. Unfortunately, and foolishly, I do not recall where I saved this information. I do NOT have the backup codes.

    I am NOT able to login to post to this thread. I may have been logged in when I opened the thread, but I cannot login now as it asks for my verification code as part of the 2-factor authentication and I cannot provide it. I am responding to your comments via email, again, I cannot login so I cannot disable 2-factor authentication via the user security page.

    Please refer me to the Account Recovery Process. I think this is the only way I’ll be able to start over and create a new Google Authenticator Profile that will be recognized by WordPress and re-enable 2-factor authentication.

    I really appreciate your help and I regret that I did not save the backup codes properly.

    paul

  • Unknown's avatar
    alexjgustafson · Member ·

    Hi Paul,

    Thank you for clarifying the backup code situation.

    To ensure your privacy we’ll need to go through the recovery protocol over email. I’ve sent an email to the address associated with your WordPress.com account. Please respond there and we’ll get this sorted out. :)

    Best,

    -Alex G.

  • Unknown's avatar
    paulmozina · Member ·

    Thank you Alex! I am back up and running.

    Paul

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