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Locked out of WordPress.com account urgent help needed - Google Authenticator ap

  1. Hi we have two wordpress.com accounts which have Google Authenticator app installed for security.

    The iPhone which contained the Google Authenticator app to generate the one-time-passwords has been broken and the app is gone. There is no record of the Google Authenticator key or QR code so these cannot be installed on another device.

    Please can a moderator/staff member advise how we can go about authenticating with WordPress to allow the Google Authenticator security to be removed or temporally lifted so we can use our usual login details to re-gain access and login to the blogs?

    This is a very urgent situation please can someone help?

    Thank you.

  2. Hi there, if you've lost access to your account, please go to this page:
    https://en.wordpress.com/wp-login.php?action=lostpassword and
    click the "Need More Help?" link https://en.wordpress.com/wp-login.php?action=recovery and fill out the form. The account recovery team will get back to you by email.

  3. Thank you @timethief unfortunately the password reset makes no difference with Google Authenticator enabled on the account as it is a one-time password....

    Really need it disabled to allow a standard login again.

    The standard methods will not work because of the Google Authenticator http://en.support.wordpress.com/passwords/
    and
    The https://en.wordpress.com/wp-login.php?action=recovery link

    Any further help would be gratefully received.

    Thank you.

  4. Did you click the "Need More Help?" link https://en.wordpress.com/wp-login.php?action=recovery and fill out the form?

  5. Going to give it a try....

    If there are any 'mods' or staff viewing I'd really like to hear from them as this appears to be a common problem for people...

    Thank you.

  6. I'm operating form what Staff have posted previously. Example > http://en.forums.wordpress.com/topic/authenicator?replies=8#post-1316928

  7. P.S. And yes I tagged the thread for Staff follow-up as soon as I entered the thread but do be aware there are no "urgent" issues threads here. Staff work their way through support tickets and forum threads tagged for their attention by dealing with those that have the earliest date and timestamps first, then moving forward to deal with those that have the most recent date and time stamps. Please be patient while waiting for Staff to assist the bloggers who posted before you did.

  8. Awesome, Thank you I have several people contacting me who have lost their mobiles with the Google Authenticator app on so I will pass this information on and hopefully the staff will get back to them after they complete the form.

    Thank you for your help timethief much appreciated :)

  9. Please do provide them all with the account recovery link and you're welcome.

  10. np, thank you ;)

  11. How is it you have multiple people with multiple missing phones all of whom have enabled two step authentication? It's an unusual situation to be sure.

  12. Hello,

    I too am having the same issue - I need to get back into my account. I posted on the help forum yesterday about this and have not gotten a response yet? It would be great if I could have help on this too. I'm writing about my blog

    fesflightsoffancy.com

    I'm locked out because I no longer have google authenticator. I too want to disable this sign up method.

    Thanks,

    Felicia

  13. I just sent a recovery request using the above link so hopefully that will help resolve it. Thanks for the info!

    FB

  14. Hi @Raincoaster

    How is it you have multiple people with multiple missing phones all of whom have enabled two step authentication? It's an unusual situation to be sure.

    I appreciate your position and to answer your question fully and put your mind at ease here is the answer... I have a business blog which has an article on how to install, configure and setup Google Authenticator on the WordPress.org web software.

    People who have obviously locked themselves out of WordPress.com sites have found my posts through search and contacted me to see if I can help them with their WordPress.com Google Authenticator problems.

    My blogs and videos go into some detail on how to prevent getting locked out with Google Authenticator on the WordPress.org software.

    As almost all of the people contact me are non-technical they have had problems understanding how to get support from WordPress.com or have been unable to get a response.

    So I am posting this in the hope it will help many people who have contacted me and others who experience the same problems in the future.

    I hope that clarifies things and puts your mind at rest Raincoaster, in summary I'm just a techie trying to help people who are stuck and need a genuine help.

    All the best.

    Dabster :)

  15. Thanks, it truly does. I was thinking it was some hacker network trying to work their way in, because if I had a hacker network, that is what I would do. Social engineering.

  16. @raincoaster :) don't lose faith there are still some genuine people left in the world :D ...I can see why you had suspicions though ;)

  17. Dear all, I own a blog called oredistile.wordpress.com and accidentally deleted the google authenticator app on my iPhone. Therefore, I now cannot access it from my laptop. In order to post on this thread, I had to create a new account altogether. I tried to fill out the form to recover my account as per previous suggestions but when I click Submit I get a 403 Forbidden message.

    HELP PLEASE!!!!!

  18. Read what I posted above please and always read everything in a thread before posting into it.

    If you've lost access to your account, please go to this page:
    https://en.wordpress.com/wp-login.php?action=lostpassword and
    click the "Need More Help?" link https://en.wordpress.com/wp-login.php?action=recovery and fill out the form. The account recovery team will get back to you by email.

  19. Hi, as I wrote in my post, when I fill out the form and submit it, I get an error message 403 Forbidden.

  20. Oops! Sorry. I'll tag this thread for Staff assistance. Please subscribe to the thread so you are notified when they respond and please be patient while waiting.

  21. Hi mbotticelli81

    Have you tried doing this in a different browser or on another computer? I would recommend you clear your cookies, cache and internet history of you cannot use a different browser or computer and see what happens. the link does work so it must be your computer or browser settings.

  22. This may be helpful:

    If you are not running one of the browsers and versions listed at http://browsehappy.com/ please try upgrading or switching first.

    Note: If you are using an IE9 browser in compatibility mode that makes it render as IE7 and IE7 is not supported. To disable see > http://www.sevenforums.com/tutorials/1196-internet-explorer-compatibility-view-turn-off.html

    If you are running one of the browsers and versions listed at http://browsehappy.com please do these four things:

    1. Try clearing your browser’s cache: http://www.google.com/support/accounts/bin/answer.py?hl=en&answer=32050

    2. Make sure that you have third-party cookies and JavaScript enabled: http://en.support.wordpress.com/third-party-cookies/

    http://www.google.com/adsense/support/bin/answer.py?answer=12654

    3. Try with all browser extensions or add-ons temporarily disabled.

    4. Try enabling HTTPS: http://en.support.wordpress.com/https/

  23. Thank you. But nothing is working. The google authenticator code is invalid in any browser.

  24. Hi @timethief do you know if staff will contact me?

  25. For anyone who has lost access to their account - as timethief said, to start the account recovery process, please go to this page:

    https://en.wordpress.com/wp-login.php?action=lostpassword

    Click the "Need More Help?" link next to the button, and fill out the form. Our account recovery team will get back to you by email so you can discuss the options in private.

    We respond to all inquiries in the order in which they were received.

    I'm closing this thread now.

  26. mbotticelli81 - if you can't fill out the form, please send an email to support AT wordpress DOT com.

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