SMS Verification Messages are Delayed or do not Arrive

  • Unknown's avatar
    mycenius · Member ·

    Hi, I set up 2FA for my account sometime ago using SMS, however when I am trying to access my account today the SMS messages repeatedly fail to arrive or take so long to arrive that they have expired by the time they do (I am in New Zealand). As a result I am not able to access my account set-up (I can access my blogs/website pages okay). I have attempted about 10 times today/tonight and only had 1 out of the about 10 SMS messages arrive (and as mentioned it took so long that the code was no longer valid by the time the SMS arrived). I do not have any call blocking apps on my iPhone, nor do I have any manually entered number blocks, and the fact 1 out of 10 did arrive suggests the issue is at the WordPress systems end rather than my phone. Can anyone suggest solution or help? P.S. As I did this quite sometime ago I did not sent up an authenticator app aat the time only the SMS (I did download back up codes but temporarily can’t access them at present). Many TIA.

  • staff-mckluskey · Staff ·

    Hi there!

    I had a look at our records, and the last 5 SMS you requested were delivered. If you haven’t received them and need to change the 2FA method, please reach out via email directly to passwordhelp@wordpress.com.

    Thanks!

  • Unknown's avatar
    mycenius · Member ·

    Thanks for the prompt follow up – they definitely didn’t arrive however as fate would have it this morning I managed to get one come through and promptly so got into my security so I could also enable the authenticator and download some fresh 1-use back up codes. Took about another 8-12 attempts to get my cell phone number re-verified again after that this morning, but have now managed to receive a verification text for that too. So all good now – thanks again for the prompt follow up.

    P.S. Just FWIW I have used SMS verification codes for 2FA, etc, with several other providers (e.g. Google, PayPal, Amazon, and similar) for some time and not had this issue, so do think there is an issue specifically with the combination of WordPress.com’s SMS system and the fact I am in New Zealand.

    Anyway thansk again for the support. :-)

  • staff-mckluskey · Staff ·

    Hmm, we would need to investigate this a bit more but, it sounds like you’re all set up now (yay!). If you get any similar issues in the future, write us an email directly to the address I shared above :).

  • Unknown's avatar
    mycenius · Member ·

    Will do! Thanks again.

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