Support » Plugin: Keyy Two Factor Authentication (like Clef) » iPhone Wipe of Account Failing?

  • Resolved LisaBurger

    (@lisaburger)


    I sent a request in to support (Premium) and had them “reset” two Keyy accounts I had used for testing so I could proceed with setting up Keyy in a more permanent production manner.

    FYI: My original support request was sent in Thu, Jun 29, 2017 at 8:33:40 BST via the Keyy website and Jude responded. I do not have a ticket number.

    I was told the test accounts were reset, and to use the Wipe Device option in the iPhone app to proceed. I have done this, as well as tried Wiping the Account (which should be empty) and deleting the app.

    Unfortunately, I am still unable to scan QR codes associated with my test sites. I see an error: “Lost account? recover it via an import or contact support.” on my phone when I open the camera in Keyy. Neither the QR code sent via email or on-screen within WordPress will scan.

    The test site reports there are 0 connected users (which is correct) to Keyy.

    Any guidance. I literally want a fresh account and fresh app on the phone, so I can proceed as if this is brand spanking new but the iPhone seems to remember there was an account.

Viewing 9 replies - 1 through 9 (of 9 total)
  • Hi Lisa,

    I can see 3 accounts associated with your domain… which is the one that you want resetting? None of them have any sites in them. But when you identify which one, I will wipe the key, allowing your app to then upload a new one. (Or you can do it from https://getkeyy.com/my-account/ , if you are logged into the account that it is).

    David

    Thread Starter LisaBurger

    (@lisaburger)

    Please delete lisa@ and crap@ accounts completely.

    The only account I want “live” is wp-admin@. It is the email associated with my premium account purchase.

    I am currently logged into the wp-admin@ account on the getkeyy.com website, but not sure if I can get back in. The getkeyy.com QR code was scanned with the lisa@ account and those private keys are gone. Would you be able to resent the email with the QR code for the getkeyy.com site too?

    Thread Starter LisaBurger

    (@lisaburger)

    David: I found where I could remove the public key on the getkeyy.com website under my account. I deleted the public key, wiped my phone (device) again, and then re-signuped for an account with the wp-admin@ email on the phone.

    Unfortunately, I am still seeing the Lost Account error message on the phone when I try to scan the QR code from my WordPress site.

    Hi Lisa,

    If you close the app, and re-open it, does that fix it? (Or reboot the phone to make extra sure that it gets fully restarted). In our logs at this end, the most recent request on your account is to register a public key, and the log says it was successful. This normally indicates that everything should be working – that the app + account both now have the same key.

    If you close and re-open and it doesn’t work, then I will at least be able to see in the logs what the communications between app and account are and hopefully see why it’s not working.

    David

    If it’s still troublesome, please can you confirm the version number of the iPhone app? (I believe the latest is 1.2.4. Our iOS lead developer is on holiday until Wednesday).

    I think that if you de-install the app, and then delete the public key on getkeyy.com, and then re-install the app, then the app will certainly forget about any prior data at that point.

    We will also certainly get our lead iOS developer (@aporter) to look at this to see when he’s back next week.

    Thread Starter LisaBurger

    (@lisaburger)

    David, we’re going to figure this out and THANK YOU for helping me. Powered down the phone, still seeing the error. Also closed the app, no dice. Hopefully the logs will show something interesting…

    Hi Lisa,

    I am sorry for the trouble! So… the logs confirm that the account and phone do disagree about what the public key is. Given that, before that, the phone uploaded a key and the account accepted it, this does seem like it has to be a bug in the app.

    I’ve now removed the public key from the account again. Can you try completely de-installing the app, and the installing it again? When that’s done, I think it’s impossible for the app to have any memory of a previous key (our iOS developer told me that when iOS apps are de-installed, they can’t get their old data back even if they want to do so – it’s gone).

    David

    Thread Starter LisaBurger

    (@lisaburger)

    David:

    THIS advice and order of events worked: “I think that if you de-install the app, and then delete the public key on getkeyy.com, and then re-install the app, then the app will certainly forget about any prior data at that point.”

    The site was successfully added to my account. WAHOO! Unfortunately I have to run an errand for a few hours but I will test on the other test sites in a bit and confirm that the issue is resolved then. But it’s looking good!

    Hi Lisa,

    Great! Glad it’s now working. The logs at our end look good too – it recognises the key’s signature.

    I’ve created a top priority job for this to be looked at next week so that hopefully nobody else will need the work-around.

    David

Viewing 9 replies - 1 through 9 (of 9 total)
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