Locked out & backup authenticator codes not working

  • Unknown's avatar
    ktartara2014 · Member ·

    I need help unlocking my account. I recently got a new phone. I did not realize that I had to deactivate the authentication thing on my old phone before getting a new one. I have tried ALL 10 of the backup codes and none of them work!! How is this even possible?! I did switch from an iphone to samsung so maybe that’s why?

    I had to set up a new account so I could contact support. I contacted them over the weekend and havent heard back. In the past, support usually contacts me the next day or two. If you’ve had this problem, how long did it take to resolve the issue? What did you do?

    Where do I look on my account to see if there are replies to my email that I sent? I never got a confirmation email that something was sent and in the past I would get that. I’ve check spam & all that. It has me worried that they did not receive my request for help.

    Thank you so much for reading! I’m panicking that I wont be able to get this figured out.

  • kokkieh · Staff ·

    Here’s the support doc detailing the different options for account recovery: http://en.support.wordpress.com/account-recovery/

    Right at the bottom is a link to the Account Recovery form. If none of the other options work, fill that out and wait for the account recovery team to contact you by email.

  • Unknown's avatar
    ktartara2014 · Member ·

    Thanks! All of those options are not working. It also lets me send the code to my phone again and I never get an SMS. When I first got my phone, I didn’t receive any texts because it was still going to the iphone server first or something. It might be an issue with this new phone being a samsung.

    I will fill out the form. Thank you very much for your time! I hope they can fix it.

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