2FA-problem after updating website yesterday

  • Resolved bneuhaus

    (@bneuhaus)


    2 months ago

    Hello from Germany,
    yesterday I updated CleanTalk Security on my website and set 2FA ON. Since than I cannot login to my admin account and get the following error message via email:

    Two factor authentication code for user “XXX” on “schloss-burg-verkauf.de” website is 135433 Lifetime of the code is 10 minutes. Security by CleanTalk https://www.ads-software.com/support/plugin/security-malware-firewall

    There is no windows shown where I could enter the code 135433, tried several times, got new codes but never a windows to enter that code.
    Did not want to enter my user name here!

    My partner has also admin rights – he could login. he tried to set 2FA OFF – but it came back on with “Save Changes”. He than tried to deactivate the the CleanTalk Security plugin but he could not deactivate the plugin either. We do not want to delete the plugin so he renamed the folder to ensure we can still login to our website.

    • This topic was modified 2 months ago by bneuhaus. Reason: need help

    The page I need help with: [log in to see the link]

Viewing 4 replies - 1 through 4 (of 4 total)
  • Plugin Support Vadim

    (@usr1)

    Hello @bneuhaus,

    You can temporarily disable Two-Factor Authentication (2FA) directly from your CleanTalk Dashboard:

    • Switch to your Security Dashboard: Menu “Services” —> choose “Site Security”.
    • Find your website and click the link “Settings” under its name.
    • Check the “Turn two factor authentication (2FA) off” option and click the button “Update”.

    Here’s detailed guide: https://cleantalk.org/help/two-factor-auth

    Please note, this is a temporary solution. The issue might be caused by your site’s theme or a plugin managing the login form. To investigate further, could you provide:

    • The theme currently active on your site.
    • Any plugins used to customize or manage the login process.
    Thread Starter bneuhaus

    (@bneuhaus)

    Hello Vadim,
    the problem is, that I already tried to deactivate the 2FA without success. It remains ON.
    Tried to deactivate the CleanTalk-plugin, was not possible either, stays activated.
    Tried to deactivate other plugins – same picture, cannot deactivate any plugins anymore.
    My partner admin is logged in since yesterday to make sure he can still act somehow.
    I cannot login to my website anymore.

    Plugin Support sergecleantalk

    (@sergecleantalk)

    Hello,

    Could you check if the plugin folder is now renamed?

    ../wp-content/plugins/security-malware-firewall

    Does the problem still exist after renaming this folder?

    Plugin Support sergecleantalk

    (@sergecleantalk)

    Hello.
    We haven’t heard back from you in a few days, so I’m going to mark this topic as “resolved”.
    If you have any further questions, you can start a new topic or contact us via our private Ticket System:?https://cleantalk.org/my/support/open.

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