None of the admins or site owners can login

  • Resolved arcticcaprica

    (@arcticcaprica)


    3 years, 10 months ago

    We set up the plugin a day ago with two-step authentication and now none of the admins or the owners of the site can access the website. It keeps telling us to use the recapture. We all downloaded Google Authenticator to our phones and since this morning none of us can get into the site. I am the site admin and nothing is happening. There is no way to connect your support team either to find out how we can now access our site. The owner of the business has an account with you but not on Pro and now doesn’t want to get pro just to get help with something like this. He doesn’t have the budget to now pay extra for pro. What must we do that none of us can do any work?

    The page I need help with: [log in to see the link]

Viewing 1 replies (of 1 total)
  • Plugin Support wfpeter

    (@wfpeter)

    Hi @arcticcaprica, thanks for reaching out to us, sorry to see you’re having this problem.

    It looks like the page you have referred to is not a default WordPress login page. reCAPTCHA and 2FA from Wordfence are not currently compatible with external user management or store plugins where users can sign in from another form.

    I’ve noticed that there is a Javascript error on the page, so there is certainly something breaking that’s causing the login to fail.

    Please follow these steps to regain access to your site:

    • Please use FTP/SFTP — or any file manager your web host provides via their administration panel.
    • Look inside the /wp-content/plugins/ directory and rename the wordfence directory to wordfence.bak. This will deactivate Wordfence and allow you to login without the 2FA code.
    • Once you have logged in to your WordPress admin you can name the folder back to wordfence again.

    Make sure to visit Wordfence > Login Security to ensure that 2FA/reCAPTCHA are now disabled in your settings for now, just so we can see if the login problem is solved for you and you can run the other features of Wordfence to protect your site.

    Let me know when you’ve done that, and I’ll help you to see if the Javascript error still persists.

    Thanks,

    Peter.

Viewing 1 replies (of 1 total)
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