Main Account Recovery

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  djaysean89 · Member · Nov 13, 2018 at 6:05 pm

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  hello there, I am unable to log on to my main WordPress.com account which is being used to serve Jetpack to my now self-hosted WordPress.org account.

  I had the two-factor authentication active but my device which had my authenticator installed on it crashed and I had no way of getting into the app without resetting the device – now, I’m locked out because I cannot find the backup codes I saved over 6 years ago and when I try to use the SMS option, it does show it’s sending to a number that ends in the exact last two digits of my mobile phone which I still have access to but I’ve been trying this for two days now, and no code is coming through and I do recall setting all of this up correctly.

  Please, I need the two-step authentication disabled on my account so I can get back on – I created this account so I can be able to make this complaint on here; please help

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  staff-zinnia · Staff · Nov 14, 2018 at 2:34 pm

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  Hi –

  Can you tell me the username to the account? Or the site address? Happy to see what we can do to help.

  It’d be worth contacting your carrier provider and ask them if there’s an issue with getting your SMS notification.