Premium Wordfence member – locked out of account

  • Resolved englishman116

    (@englishman116)


    5 years, 4 months ago

    Hi Wordfence,

    I decided to upgrade to Wordfence Premium today. I also decided to enable two-factor login for administrators only.

    Unfortunately, two-factor login seems to not be working, at least with my current WordPress configuration/plugins. To test two-factor, I logged out, logged back in, and then received this prompt after entering my user/password:

    “ERROR: CODE REQUIRED: Please provide your 2FA code when prompted.”

    Unfortunately, the place to type in the code never popped up.

    I tried this again, and after clearing my cache on Safari, Chrome, and Firefox. I also tried highlighting all of the text on the login page per the recommendations of another support post here. Neither of these worked.

    So, I figured I could just disable 2FA through my Wordfence account on wordfence.com. Unfortunately, I forgot my password and ended up getting locked out of my account.

    I requested a new password to be delivered to my email – but haven’t yet seen that email come in (it’s been 12 hours). I’m monitoring both junk and main folders.

    I also have a separate Wordfence account linked to another email account. So, I tried requesting the password there just to see if it was a deliverability problem on Wordfence’s end. I haven’t yet received that email either – which was a bit concerned.

    All in all, I’m essentially locked out of my WordPress. Before going through FTP and manually disabling the plugin, I wanted to reach out here to (1) see how I can reach premium support given the above circumstances, (2) disable 2FA for the time being, and eventually (3) get 2FA to work on the site.

    Though ultimately, I just want to successfully log back in to my WordPress.

    Thank you for reading, and thanks for your time!

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

Viewing 2 replies - 1 through 2 (of 2 total)

  • Hi @englishman116,

    I’ve forwarded your case over to someone who can unlock your Wordfence account.
    Once you’re able to access your premium account, you’ll be able to open a ticket there.

    For the time being, can you try this?

    1. Disable Wordfence via FTP
    2. Reinstall Wordfence (you’ll keep your settings)
    3. Go into Wordfence and disable 2FA (so you won’t be locked out again if you logout)
    4. Send a diagnostics report to [email protected] (Wordfence -> Tools -> Diagnostics -> Send Report By Email)

    I’m thinking there’s a plugin that is conflicting with 2FA, and this diagnostics report will help us pinpoint or something else that is responsible.

    Dave

    @englishman116 I’ve deactivated 2FA on your Wordfence.com account so you can login there.

    The password reset emails for your site are actually sent from your server not ours. The wp_mail function built into WordPress, which is how they are sent, depends a lot on whether or not your server can send mail. That is really outside of something we can control. It could be your host has disabled that functionality or that the mail server software (usually postfix or sendmail) has a problem, like a stuck queue.

    Regardless, once you login to Wordfence.com click on the configuration tab, then the gear icon beside your site. That will give you some options you can change directly from Wordfence Central. Under Login Security look for “Whitelisted IP addresses that bypass 2FA ” and add your IP. Then click “save changes” at the top of the page. That will get you around having to login with 2FA.

    Tim

Viewing 2 replies - 1 through 2 (of 2 total)
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