How to change phone retrospectively?

  • Unknown's avatar
    steadyonabix49 · Member ·

    Hi,
    I recently lost my phone and now have a new number. Will be changing it again soon to make matters worse.

    I find I can log into my account by getting WP to send me a link by email, but when I go to change my phone details, it wants to send me a code by SMS …

    I did try just logging in by using the backup codes I got when setting up 2FA but it says they aren’t valid. I’ve no idea why, I just pasted them straight into my password manager at the time.

    Anyone know if it’s possible to get past this issue or should I just start a new account and scrap my previous sites?

  • Unknown's avatar
    steadyonabix49 · Member ·

    So from the login page I follow the Can’t access your phone link and get to a form saying:

    If you can't access your phone enter one of the 10 backup codes that were provided when you set up two-step authentication to continue.

    But when I enter the code it says:

    Hmm, that's not a valid verification code. Please double-check your app and try again.

    Which is kind of weird because I’m not using an app, I pasted the codes into my password safe.

  • Unknown's avatar
    steadyonabix49 · Member ·

    Hmm,

    I’ve just noticed that I’m still logged into the app on my phone but it want’s me to authenticate if I try to go into the admin page and change my number. So no help there

  • kokkieh · Staff ·

    Hi there,

    Have you tried all your backup codes? On my end your account shows that there are still nine unused codes – you would have used the first code to verify that you’d printed out your backup codes when you first set that up. So the first one on the list would return as invalid, but the other should work.

    If none of them work, let me know and we can take it from there.

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