Account Recovery Form Not Submitting
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I am locked out of one of my blogs owing to 2FA that sends an Auth Code to a mobile phone that has been deactivated. I need to change the mobile number that receives the 2FA. I have attempted to submit the Account Recovery Form multiple times since Nov 2018 but it won’t submit … probably because I can’t complete two of what seem to be three mandatory fields. I give the explanation for why I can’t complete two of the fields in the Extra Details section on the form. I also include identifying information in this section. Nevertheless the form won’t submit. I’ve emailed ‘support@wordpress.com’ but I get a generic auto-respond message. I am only able to post this request for support because I’m able to login via another, separate, wordpress account. Please assist.
The blog I need help with is: (visible only to logged in users)
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Hi thombob2,
What is the address of the site you are trying to recover? And can you confirm whether you still have access to the account email address?
If you have access to the backup codes that were generated when two step authentication was enabled, you could enter one of those in place of an SMS code.
We haven’t received any support requests from the email address on your Account Settings page. Which email address did you contact is from? If you type it here as normal, that information will be hidden from the public but visible to staff.
Just let me know and we can go from there.
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Hi gemmacevans,
Thanks so much for replying. The site I’m trying to recover is: https://tommyroberts.wordpress.com/
As I explained in the Extra Details section of the Account Recovery Form that would not submit, I don’t have backup codes. I explained the reason.
I contacted support from (email visible only to moderators and staff) but yes I do still have access to the email cited on my account settings page for the aforementioned site I’m trying to recover so if you want to contact me there I can verify/confirm. You could also change my 2FA to send a verification email there if that’s an option.
As I say, my only problem accessing the account is the 2FA Auth Code is sent to a mobile number that I can no longer access. I can however cite that mobile number the Auth Code is being sent to. I also did this in the Extra Details section of the Account Recovery Form that wouldn’t submit. Let me know if you want me to cite that mobile number here?
I look forward to your reply.
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Hi thombob2,
Thanks — we haven’t received any support requests from that email address unfortunately. I’ve sent an email to the email address being used for the account which owns tommyroberts.wordpress.com. If you reply there, we can look at the next steps for recovering that account.
There’s no need to share your phone number on these public forums :)
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Hi Gemma,
I’ve now recovered my account. Thanks for your assistance.
FYI, I did send 2 x emails to support @ wordpress.com; from the email address I cited here but as I say in my original message on this post I received auto-replies.
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Hello again, your last reply was caught in our forum spam filter. Glad to know that you were able to recover your account.
Just mentioning that to the best of my knowledge the old email address you noted for support is no longer in service.
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Okay thanks.
FYI, I “accidentally” posted this same support question 4 times in the support forums because when I clicked ‘submit’ there was no acknowledgment my question had been submitted and when I checked my profile here there were no details of my question having been posted. There must have been quite a time delay before they appeared. I have marked the other three posts as ‘resolved’ and unsubscribed from them but you may want to remove them entirely.
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Thanks for notifying us of that. I even have the same issue from time to time when I post and I am personally looking into getting that issue resolved.
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