Unable to access my admin panel due to two-factor authentication

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  andresrecio · Member · Jun 2, 2026 at 5:25 pm

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  Since the previous administrator left our company, we can no longer access our website because they had two-factor authentication enabled on their mobile device. We also don’t have the alternative Authenticator codes. We have the credentials (username and password) and would need to disable two-factor authentication to gain access. We are a paying WordPress client and have the transaction ID information if needed. We submitted the corresponding form for this request several days ago, but we haven’t received a response, and we urgently need to resolve some website issues from the control panel. Thank you.

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

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  guilhermerodias · Member · Jun 2, 2026 at 6:43 pm

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  Hi @andresrecio,

  Thanks for reaching out and I understand how urgent this must feel, especially with live website issues waiting to be resolved!

  Since you have the account credentials and transaction ID this is definitely something the WordPress.com support team can help you with, but it does need to be handled manually by their staff given the 2FA situation. The form you submitted is the right process so the main thing to do now is follow up directly at https://wordpress.com/help/contact referencing your previous submission and making clear it’s urgent. Having your transaction ID ready will speed things up significantly.

  For future reference, WordPress.com recommends storing backup codes when setting up 2FA precisely for situations like this. You can read more about managing two-factor authentication and recovery options here https://wordpress.com/support/security/two-step-authentication/ so whoever takes over the account can set it up more safely going forward.

  Hang tight, hopefully they get back to you very soon!

  Kind regards

  Guilherme

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  andresrecio · Member · Jun 2, 2026 at 7:44 pm

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  Thanks Guilherme,

  The URL https://wordpress.com/help/contact redirects to https://wordpress.com/sites?help-center=home, and once there, a “Sites” page appears that seems intended for creating and managing sites, not a support page or form. Could you please check if this is correct?

  Thanks

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  guilhermerodias · Member · Jun 2, 2026 at 7:50 pm

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  Hi @andresrecio,

  Thanks for flagging that, you’re right that the link can behave differently depending on whether you’re logged in or not. If you’re logged into a different account when clicking it that would explain the redirect to the Sites page.

  The best way to reach the support form directly is to make sure you’re logged into the correct WordPress.com account first, then visit https://wordpress.com/help/contact. If you’re having trouble accessing that account due to the 2FA issue itself, you can also reach Automattic’s support without logging in at https://automattic.com/contact/ and explain the situation there including your transaction ID.

  For reference, WordPress.com’s official guidance on two-factor authentication and account recovery is here https://wordpress.com/support/security/two-step-authentication/ which may also have some helpful options you haven’t tried yet.

  Given that you’re a paying customer with transaction ID details and valid credentials, the support team should be able to verify ownership and disable 2FA on the backend.

  Best regards