Two-factor Authentication Not Working

  • Unknown's avatar
    gingerlandjfo · Member ·

    Despite my phone number being correct, I am unable to receive sms codes to log in. I had it enabled for at least a year and never had an issue until today. I had to use printed backup codes to disable it, and now I cannot reauthorize. How can I fix this?

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

  • kokkieh · Staff ·

    Hi there,

    According to our logs, the messages are being sent and are being delivered by your mobile carrier. But we have had some reports of carriers in the US rejecting our SMS messages over the past two days.

    Can you please confirm whether you’re in the US, and who your mobile carrier is?

    Additionally, please consider using an authenticator app instead. That option is more secure than SMS, and it allows you to still get codes even when you have no cell signal at all.

  • Unknown's avatar
    gingerlandjfo · Member ·

    I am located in the US near the Chicagoland area, and my carrier is Sprint. I did call their customer service last night–diagnostics were ran, systems were reset, and they claim it is not at all their service. I was able to use backup codes to enable it via the app, however I am concerned as this was never a problem before.

  • Unknown's avatar
    bkj93755 · Member ·

    I am on the Northern Plains of the US and my carrier is Verizon. When I use the normal Authenticator to cell phone via Yahoo and Safari, I am getting no code sent to my phone. When I use a different email via Google, the code came through to my cell phone. Let’s fix this.

  • staff-blorbo · Staff ·

    We’re working on addressing this, it’s going to take a bit though as it involves switching to an entirely different SMS delivery system.

    For now, please just reach out via https://en.support.wordpress.com/account-recovery/#account-recovery-form and we’ll get that taken care of for you.

    Once you’re in, please considering setting up two-step authentication via an app instead: https://en.support.wordpress.com/security/two-step-authentication/#setup-with-an-authenticator-app

    As my colleague mentioned, it’s far more secure and far more convenient.

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