I lost all the information required for 2FA login

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  kozoni · Member · Apr 7, 2020 at 3:55 am

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  I lost all the information (phone for text message, authenticator app, and the backup code) for 2FA login and could not login.
  Where should I contact in such a case?
  I couldn’t find individual customer contact place.

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  kokkieh · Staff · Apr 7, 2020 at 6:21 am

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  Hi there,

  Can you tell me the username of the account or the URL of the site you’re trying to log into?

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  kozoni · Member · Apr 13, 2020 at 11:49 am

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  @kokkieh
  I forgot the username, but The URL of the site is
  ecellja.wordpress.com

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  kokkieh · Staff · Apr 13, 2020 at 12:26 pm

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  The site URL is enough, thanks :)

  You should be able to regain access to that account via our account recovery form:

  Recover Your Account

  I see you owned an upgrade on that site as recently as last year, so you should be able to use a transaction ID for a payment on that upgrade to verify your ownership of the account. You can get that transaction ID directly from your credit card statement or PayPal account if you no longer have the receipts.

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  kozoni · Member · Apr 14, 2020 at 9:22 am

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  @kokkieh
  I found the username. It is knishidaknishida
  And I tried the account-recovery of https://wordpress.com/wp-login.php?action=recovery
  , but it still needs the password reset and 2FA auth. (And I got stuck at 2FA.)
  Doesn’t the account-recovery disable 2FA?

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  kokkieh · Staff · Apr 14, 2020 at 10:46 am

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  It sounds like you’ve reached the password reset option rather than account recovery – account recovery opens a support ticket where our account recovery team can help you get access after verifying the transaction ID you provided.

  I can see an account recovery ticket for that account waiting in our queue, so please just wait for someone from the team to get to that, and they can help you get back into your account. Once you’re back in, you’ll be able to disable 2FA or change the number.

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  kozoni · Member · Apr 14, 2020 at 4:02 pm

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  I got it and I can wait for some more time.

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  kozoni · Member · May 1, 2020 at 1:47 pm

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  @kokkieh

  I reset knishidaknishida ‘s password from [Account Recovery] WordPress.com Account Recovery Assistance.

  But even after resetting, when I try to log in with knishidaknishida, it asks for 2FA (because I don’t have that information) and I’m stuck.

  Could you please disable knishidaknishida 2FA from you?

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  kozoni · Member · May 1, 2020 at 1:54 pm

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  @kokkieh

  I reset knishidaknishida ‘s password from [Account Recovery] WordPress.com Account Recovery Assistance.

  But even after resetting, when I try to log in with knishidaknishida, it asks for 2FA and I’m stuck (because I don’t have that information) .

  Could you please disable knishidaknishida 2FA from you?

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  staff-blorbo · Staff · May 1, 2020 at 6:47 pm

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  We cannot disable an account’s security features without hearing from the owner of that account.

  Please send an email to passwordhelp (at) wordpress (dot) com explaining the situation, and we’ll see if there’s anything we can do for you.

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  kozoni · Member · May 2, 2020 at 2:12 am

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  staff-blorbo

  Thank you. Just emailed.