Support » Plugin: WP 2FA - Two-factor authentication for WordPress » Locked out when 2FA has been configured

  • Olivia

    (@metadigitalnz)


    Hi, we use this plugin on multiple sites. Recently we’ve had multiple instances where admin users have been locked out of the site, despite 2FA having been configured within the grace period. Can you please help with this issue?

Viewing 4 replies - 1 through 4 (of 4 total)
  • Plugin Contributor robertabela

    (@robert681)

    Hello @metadigitalnz

    Thank you very much for using our plugin. I am sorry to read about your issues. Hopefully we will quickly get it sorted. I have some questions for you:

    1) This happened on all the sites you’ve been using or on some of them?
    2) Is there something in common on the websites on which the issue has happened?
    3) Can you please explain what do you mean by the user “locked out”? What is the message the users get when they try to log in?

    Looking forward to hearing from you.

    Thread Starter Olivia

    (@metadigitalnz)

    Hi,

    1) It’s only occurring on some of them
    2) They do have some plugins in common, eg yoast, updraft plus, but these are also found on sites that we haven’t had this issue with
    3) When trying to login it gives you the usual lock-out message that a user would receive if they hadn’t configured 2FA within the grace period. There’s also an ‘unlock user’ option visible on the user page.

    Thanks!

    Thread Starter Olivia

    (@metadigitalnz)

    Hi,

    Do you have any idea how we can stop this? It’s now occurring repeatedly on the same sites, once the ‘grace period’ has elapsed again. It’s very frustrating to have to work around this again and again just to be able to login.

    Plugin Contributor robertabela

    (@robert681)

    Hello @metadigitalnz

    I am sorry that you keep on encountering this issue.

    Is this happening only to users with Admin roles or to any type of user?

    Also, if you unlock a user and the user configures 2FA, then all works well or is the user locked again?

    The best way to troubleshoot this issue is to see what settings the plugin is saving in the db. Can you please send us an email at support at wpwhitesecurity.com and refer to this ticket, and also include the answers to the above questions.

    Thank you for your patience and cooperation.

Viewing 4 replies - 1 through 4 (of 4 total)
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