User Locked Out (2FA) – How To Unlock?

Hu @tictag

You will need to open their profile page on the WordPress Users page.

In the Wordfence Login Security section, set a new suitable grace period in days for them and they will be able to log in, but they must set up 2FA before the grace period expires.

@wfphil, thanks for your response. Unfortunately, there is no Wordfence Login Security section on the User Profile page. I did look and have just re-checked now.

I have tried removing the requirement for his role to have 2FA in settings, then re-enabled it. His account is now no longer listed in the Locked Out screen so I am hoping this has fixed the issue (I haven’t heard back from the user yet).

Hi @tictag

Thank you for the update.

It is very strange that the Wordfence Login Security section is missing on the user profile page, it would be under the WordPress generated Account Management section.

Does the user have one of the standard user roles or do they have a custom user role created by another plugin?

Removing the requirement for their role should also fix it for you.

Still not heard back from him, but my guess is that this has fixed the issue.

You are correct, the role assigned to him was created by Paid Memberships Pro (Membership Manager).

Hi @tictag

Thank you for the update.

Are you looking at the profile page in WordPress admin rather than a user profile page in the Paid Memberships Pro plugin?

As mentioned previously , I am referring to the WordPress “User Profile Page”

View post on imgur.com

The image on the left is the standard user profile page for a standard WordPress role (Administrator in this case), the image on the right is the standard user profile page for a non-standard WordPress role (Membership Member in this case).

• This reply was modified 3 years, 5 months ago by David Adams. Reason: Added further info on image

Hu @tictag

Thank you for the update as it wasn’t clear if you were referring to the WordPress account profile page or a separate account profile page generated by the membership plugin.

It certainly sounds like it is the case but can you double-check for me that the Membership Manager role is shown in the list of roles under the 2FA Roles section on the Login Security >> Settings page, and that the selection for that role says Required or Optional.

The user has got back to me. It seems that the original issue has been resolved (the user is now unlocked) but he is not allowed to configure Wordfence 2FA due to an error.

I have replicated the error in my development environment. Please see the linked video screencast below showing detailed step-by-step instructions for replicating this issue.

https://1drv.ms/v/s!AiwD9-8HyNC591HR8stcxmOQQkVZ?e=r1GaeQ

The question posed above is answered in the video.

Hi David,

Thank you for the update.

It appears that the custom user roles created by the Paid Memberships Pro plugin are not compatible with our 2FA feature. The only plugin we are providing compatibility for currently is WooCommerce due to that plugin having over 5 million users.