unable to log in — SMS and authenticator app not working

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  lalachinoise271017 · Member · Oct 27, 2017 at 10:46 pm

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  Hi, I’m not receiving the code via SMS ( I called AT&T my messaging service is working normally) — and the authenticator app is not working.

  I don’t have backup codes. The username account is jenniwei

  Could someone please help me through this via email?

  Thank you!

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  tarunvijwani · Member · Oct 28, 2017 at 6:18 am

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  Hi there,

  You can use email me login link option to get a login link on your registered email.

  This will send a link to your registered email which will allow you to login to your account directly without any password.

  Here is the link to the page for email me login link option: https://wordpress.com/log-in/link

  Here is the step by step guide to help you to change your password once you’re logged in:https://en.support.wordpress.com/passwords/

  If you still face the issue, please let me know. I’ll leave the “modlook” tag in the sidebar calling for staff attention.

  Thanks!

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  justjennifer · Member · Oct 28, 2017 at 7:43 am

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  @tarunvijwani Thanks for your help here. If you look at the OP’s profile page you’ll see the other thread she posted in where she was asked by Staff to start her own thread and tag it with modlook. :)

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  fstat · Staff · Oct 28, 2017 at 2:26 pm

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  Hi there,

  The account jenniwei you’re referring to doesn’t have two-step verification enabled.

  If you’re unable to access your account you can try and reset your password by going to the following link:

  https://en.wordpress.com/wp-login.php?action=lostpassword

  Enter the email address you signed up with, and we’ll send you a link to reset your password.

  If this doesn’t work or you have more questions, just let me know and I’ll be happy to help!

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  lalachinoise271017 · Member · Oct 28, 2017 at 7:06 pm

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  Hi, it’s definitely asking me for two step authentication…

  The email account associated is (email visible only to moderators and staff)
  (possible to redact that after this is resolved?)

  Please help! Thanks

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  chironsecret · Member · Oct 28, 2017 at 7:08 pm

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  actually the SMS just came through! Thanks!

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  fstat · Staff · Oct 28, 2017 at 7:57 pm

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  That’s great! Feel free to reach us again anytime!