Website users/customers aren’t able to sign in

I have the same issue.. My site is not based in users but Sometimes when I login to another PC it getting hard for me to login.. Some times it fail to login sometimes it work but takes longer than usually Until I disable wordfence Plugin

Hi @macaulayj, thanks for getting in touch over this.

Currently, our 2FA and reCAPTCHA integrations only work with default WordPress and WooCommerce login pages so if you have a custom page as part of your theme those features can’t be turned on.

However, with both of those options disabled and still experiencing issues from your users, it is entirely possible that some settings elsewhere are too strict or IP detection is incorrect.

Are you able to find out why they are getting blocked by looking at Wordfence > Tools > Live Traffic, then filtering by “Blocked” or “Blocked by Firewall” and tell me what you see. If there’s nothing there, it may require the Traffic Logging Mode to be changed temporarily to ALL TRAFFIC, and getting them to re-visit the site. I should be able to identify which setting is catching these users from the information there.

Do you have any Custom Pattern or IP blocks that might be catching them set in Wordfence > Firewall > Blocking? It’s also possible that “Immediately lock out invalid usernames” in Wordfence > All Options > Brute Force Protection is catching this user out if they’re using, to cite a common example, their email when it doesn’t match their WordPress username.

Could you please confirm whether your IP shown in Wordfence > All Options > General Wordfence Options > How does Wordfence get IPs currently matches your public IP as shown on https://www.whatsmyip.com

You can read more about the settings that may affect login attempt heres:

https://www.wordfence.com/help/firewall/brute-force/
https://www.wordfence.com/help/firewall/rate-limiting/

Let me know how you get on!

Peter.

Hey Peter,

Huge thanks for this detailed response!

Looking at the traffic, my hunch is that the majority of users are getting in now but only after resetting their passwords which, many don’t get to the stage of as a lot of customers are just entering their details over and over until they eventually get blocked. Given there are so many requests, it’s pretty much impossible all these customers/users are getting their passwords wrong so I’m just wondering why the system is suddenly telling them that or giving them failed logins and eventual blocks?

Here are some screenshots:

Wordfence Screenshots

Only one custom IP block but it’s a Russian bot so I don’t believe that’s effecting anything.

The settings on Brute Force are 10 login failures, 6 forgot passwords and the ‘Immediately lock out’ setting is not turned on.

My IP matches that as displayed in the ‘How does Wordfence get IPs’ section.

Just to clarify as well, it’s not myself having login issues but only customers.

Many thanks in advance for the continued help,
Jack ??

Hi @macaulayj, thanks for your reply.

Wordfence, even when 2FA and reCAPTCHA are enabled doesn’t take control the way a user-management plugin would when it comes to passwords. It seems unusual that successful password resets now work but “original” passwords would fail until they are reset unless there was a legitimate issue on the user’s end of misremembering or not saving the correct password in a password manager. This also seems odd though in itself with a high number of users experiencing it – although is technically possible.

Do you have any other user management plugins installed? With the latest version of Wordfence (7.5.6) there were some user registration issues ironed out with WooCommerce. Your general settings such as not immediately locking out invalid usernames looks ideal with a situation where many users are signing in.

I would continue to monitor the situation and let me know if there are reports of specific error messages received, or browser console messages that may suggest a Javascript conflict. On occasions such as that, firstly disabling all plugins except for Wordfence and defaulting back to a theme such as Twenty Twenty-One and re-enabling everything one-by-one can point to where a conflict might be occurring that could be breaking the login process.

Thanks again,

Peter.