Not receiving SMS 2FA texts

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  johnrgabourel · Member · Jul 24, 2019 at 2:27 am

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  Yesterday I went several hours without receiving my SMS 2FA codes via text. My backup codes are currently packed while I am moving, and unavailable. I could not find any way of contact WordPress help services without signing in, which I could not do because that was my problem to begin with.

  The blog I need help with is: (visible only to logged in users)

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  kokkieh · Staff · Jul 24, 2019 at 10:15 am

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  Hi there,

  Can you please tell me what account you’re trying to log into? Either the username, or the URL of a site in that account.

  Also please confirm the country you’re located in, and the mobile carrier you use.

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  johnrgabourel · Member · Jul 25, 2019 at 6:04 pm

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  johngabourel.wordpress.com

  I notified Verizon I was not receiving the text messages and they put in a trouble ticket to see if they were the ones blocking the texts. By the evening of 7/23 whatever the issue was, it had resolved and I was receiving 2FA texts again.

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  johnrgabourel · Member · Jul 25, 2019 at 6:44 pm

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  I am located in the US.

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  staff-zinnia · Staff · Jul 25, 2019 at 7:15 pm

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  Thanks johnrgabourel –

  It looks like things are all sorted now. Is that correct?

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  johnrgabourel · Member · Jul 25, 2019 at 8:29 pm

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  Yes, but my underlying concern is my inability to get WordPress support without logging in to my account.

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  supernovia · Staff · Jul 25, 2019 at 9:33 pm

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  @johnrgabourel if you’re unable to sign into your account because of a missing password or 2FA problem, we have an account recovery process you can use while still logged out. We have details on that here:

  Recover Your Account

  Did you come across the account recovery process while you were locked out? If not, would it help to surface that better?

  And if you did use it but without success, can you let us know more about what happened?

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  johnrgabourel · Member · Jul 25, 2019 at 9:37 pm

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  I did come across the account recovery process, but it asks for information I have no way to provide.

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  supernovia · Staff · Jul 25, 2019 at 9:57 pm

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  Thanks, so you tried contacting us with the correct email address, but couldn’t get through because you lacked the other bits of information, right? I’m sending this feedback along to our Account Recovery team.

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  johnrgabourel · Member · Jul 25, 2019 at 10:00 pm

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  That is about it. The only things I have at hand are my web address, e-mail address, user name, and password.

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  supernovia · Staff · Jul 25, 2019 at 11:10 pm

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  @johnrgabourel okay. Thanks for that; I’ve shared your feedback.

  I’d encourage you to go ahead and generate some new 2FA codes, too, so you’ll have those in case of emergency.