2 Factor/SMS Issues
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I set up 2 factor authentication on my other WordPress account (associated with the URL pasted above), but I’m not receiving the SMS codes, so I can’t verify. I had (and saved my verification codes) but none have worked. I’ve tried getting the log-on link and have tried resetting password. Each time, it comes up on the SMS verification… but I receive nothing. I’ve checked my spam/blocked folder and there is nothing there either. My verification codes are from Nov 29th of this year. Setting up MFA has broken my Jetpack connection. I’m not getting site statistics, and can’t get my socials to update either. I can’t even log into the forums with my other account because… no SMS messages. Please help!
WP.com: Unknown
Jetpack: Yes
Correct account: UnknownThe blog I need help with is: (visible only to logged in users)
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That’s when you need the backup codes you got when you set up 2FA. Just type in an unused backup code.
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Hey there @pebblestew, I noticed your site isn’t hosted here, so just to clarify, are you using MFA for your account here or for the site itself? And if it’s for the site itself, are you using some other app for that?
We’re able to help with MFA for accounts here, and can probably point you in the right direction for Jetpack MFA since it uses your WordPress.com account.
If you’re using some other MFA service, can you reach out to their support directly?
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Hi Supernovia, thanks for answering. Jetpack uses my WordPress Account. My site is hosted on Bluehost, and I have no problem accessing the site. I have a problem accessing my WordPress account for jetpack because I don’t receive SMS messages from wordpress.
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Hi there,
To clarify, this is not an issue accessing your @pebblestew account, but a different account you have created for Jetpack to use on jamifairleigh.com yes?
We are not able to help here in the support forums, as verifying account ownership requires us to ask you to provide info that is best not shared in this public venue.
With this in mind, please fill out this form here to the best of your ability: https://wordpress.com/wp-login.php?action=recovery
This will send all the info you have to our account recovery team, and from there they will contact you directly to assist you in regaining access to the account that owns jamifairleigh.com. Thanks!
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Hi @staff-totoro. Unfortunately, because my site is a wordpress.org site, the account recovery gives me an error.
I do not have a wordpress.com site.
I only have a wordpress.com account because Jetpack requires it. Is there a support email I can reach out to? None of the automated account recovery are working for me because the system is not sending SMS messages to me. Alternatively, can someone email me directly to verify who I am? I have access to the email attached to the pebblestew account.
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To avoid confusion, there are three different “WordPress” at play here:
- The free, open-source WordPress software which powers your website.
- WordPress.org which is the open-source project that works on the WordPress software and where you can get the software for free to use on your own hosting provider.
- WordPress.com which is a managed hosting provider of the WordPress software and with whom you’re contacting now.
Since your site is hosted with Bluehost using the Jetpack plugin, we’re limited in what we can help with, but I can get you pointed in the right direction.
First, the WordPress.com user account associated with your website is not
pebblestew– which is likely why any 2FA backup codes you’re trying aren’t working.Secondly, your site’s Jetpack connection is currently broken, which may also pose a problem since there’s no connection to WordPress.com to validate any 2FA attempts.
I would recommend reaching out to Bluehost support for help first. They should be able to help you temporarily disable the Jetpack plugin so you can log into the site, then you can work with Jetpack support to get your site reconnected and refresh your 2FA backup codes and connection.
I hope that helps!
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Hi @staff-heroponriki.
- The WordPress.com account associated with my site (https://jamifairleigh.com/) is @jamifairleigh. I cannot log into the forums with @jamifairleigh because I DO NOT RECEIVE SMS MESSAGES WHEN I TRY.
- I have access to https://jamifairleigh.com/. I have access to WordPress.org. I do not have access to wordpress.com or wordpress.com forums with my @jamifairleigh account.
- I do not have a wordpress.com hosted site. My site is hosted on Bluehost. But I was REQUIRED to have a wordpress.com account for Jetpack.
- In November, I got a notification that I had to turn on MFA for my WordPress.com account for enhanced site security. I went through the steps, saved the 10 backup verification codes, and thought things were fine.
- Jetpack socials stopped working. I tried to go to my Jetpack dashboard, but could not log into my WordPress.com account.
- I googled how to fix a bad Jetpack connection. I went to Jetpack Debug and tested my site. The “Everything looks great!” message appeared. I tried again with the same results.
- I went back to my site and still couldn’t get into Jetpack socials. Then the woocommerce plug in started telling me my Jetpack connection wasn’t working.
- I went back to the Jetpack Debug site. “Everything looks great!”
- Googled for other steps. Saw the advice to disconnect site to WordPress.com and reconnect.
- I disconnected my connection. I tried to reconnect.
- My username/password worked. I got the message to type in the verification code sent by SMS.
- I waited. I waited. I checked my spam. I waited.
- I tried again to log in.
- I got the message to type in the verification code sent by SMS.
- I waited. I waited. I checked my spam. I waited.
- I tried again to log in. I tried the https://wordpress.com/wp-login.php?action=recovery site and received the message I did not have a wordpress.com site.
- I tried changing my password. The emailed link arrived. The password changed. I tried logging in. I got the message to type in the verification code sent by SMS. I waited. I waited. I checked my spam. I waited.
- I tried logging into the wordpress.com forum. I got the message to type in the verification code sent by SMS. I waited. I waited. I checked my spam. I waited.
- I looked for customer service email or support submit ticket on WordPress.com. I found none.
- I logged into wordpress.com with an old account that I had never set MFA up. It worked. I posted for admin help.
- @supernovia and @staff-totoro offered misguided advice.
- I contacted Bluehost. They confirmed the access issue is at WordPress.com.
- 3 staff members have told me things that were already in the thread. No one has reached out to me via the @pebblestew account. No one has reached out to me via the @jamifairleigh account.
I have access to my site.
I have access to the email associated with @pebblestew and @jamifairleigh.
I have access to wordpress.org.
I do not have access to wordpress.com.
This is affecting Jetpack. This is affecting Woocommerce payments which authenticates through Jetpack. This is affecting my ability to dig into my site stats. I am losing money. I have lost time. Please contact me at the email associated with EITHER ACCOUNT. I need to have MFA turned off because your system is not working.
I had no issues before setting up MFA. After setting it up, the system’s poor handoff has crippled my site’s usability. Please contact me.
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The support forum you’re posting to is how site owners with no paid upgrades can get help with their WordPress.com sites and accounts. Direct email and live chat support are only available for paid plan owners, but I’m sure we can get you sorted here.
Since you clarified the issue, someone from WordPress.com account recovery support reached out to the email address on file for the jamifairleigh account with the subject line “[WordPress.com] Account verification.” Please look for that email and respond to their request.
Thanks!
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Thank you for emailing me! Yuki from support was able to get me sorted out in one email. My Jetpack is working again.
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