Unable to login to Jetpack account due to mobile number decommissioned

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  backuptbc · Member · Jul 8, 2024 at 4:35 am

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  I need help with accessing an account that has a mobile number for 2FA that has been decommissioned.

  I have the username, password, and proof of payment for a subscription that has been billed to us last month. I just need help changing the mobile number associated with the account so I can login.

  WP.com: Yes
  Jetpack: Yes
  Correct account: Yes

  The blog I need help with is: (visible only to moderators and staff)

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  staartmees · Member · Jul 8, 2024 at 5:22 am

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  That’s the moment you must use one of the backup codes you got when you set up 2FA and you had to print out and/or store on a safe place.

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  backuptbc · Member · Jul 9, 2024 at 1:06 am

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  I don’t have the backup codes, this is an account shared with others before my time.

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  backuptbc · Member · Jul 9, 2024 at 1:07 am

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  I have back up codes that are a different format to what is required, I think it is a very old account but I am still being billed.

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  2020testjj · Member · Jul 12, 2024 at 3:48 am

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  I have the username, password, and proof of payment for a subscription that has been billed to us last month.

  If you unable to log into that account to change the mobile number, and your site is hosted here on WordPress.com, the hosting provider or your WordPress site is connected via Jetpack, you’ll need to begin the account recovery process here: https://wordpress.com/support/account-recovery/