Login codes not being sent via email

Hello clankiller !

Thanks for reaching us today and sorry to hear about this experience with the plugin.

Based on your description, it is clear to me that things were working as expected before, so I would first want to ask you what has changed on the site since the last time emails were working? Were there any plugin or site/server configuration updates or changes?

At first glance it might be that something in the email setup might have changed, or maybe the SMTP is not configured properly or inactive. (these can be checked along with your hosting provider, as they can quickly determine if anything is wrong in your email service or SMTP configuration, and can usually guide you quickly towards any problems or solution)

Also, just so you know, backup codes can be regenerated at any time form your user profile, so no worries on that! More info here https://melapress.com/support/kb/wp-2fa-what-are-2fa-backup-codes/

In regards to your question if a plugin reinstall might solve this – it’s hard to say, since this seems like an email deliverability problem, but if you would like to start afresh and reconfigure the plugin just to try this out, you will first need to head to plugin Settings, and look after “delete data upon uninstall” option, then proceed with plugin removal and reinstallation once again.

(just so you know, by doing this, you will need to reconfigure plugin afresh, as well as all users will need to reconfigure 2FA)

Let me know how this goes and if there are new information in regards to this!

Hi and thank you for such a quick response.

Nothing has changed on our website or SMTP apart from the usual updates for wordpress and other plugins, i have deactivated all plugins i can and still the error occurs.

I will contact my server host when im off at the weekend and see what they have to say, if it still persists i will just do a fresh install once we have used our final backup code.

Also you mention i can regenerate the backup codes by going to my profile? I will be honest i cannot remeber creating a profile for this plugin as i use the free version.

Thanks.

Hello again clankiller!

The backup codes can be regenerated from your WordPress user profile page form within your site; everything is described as well in the article I have provided. Therefore, there’s no need for “creating a profile”, as everything is done on your site level / user profile page.

At this stage, as you mentioned nothing has changed in terms of site config, would it be possible to share some screenshots of the error with us? Also, are there any browser console errors generated inside your browser when trying this? What about debug.log logs generated while performing these actions, that you might be able to share (if there’s any)?

Since these might contain sensitive information, feel free to send these by email on [email protected], along with the System info file of the plugin (grabbed from?System Info?tab in the?Help & Contact Us) and make a reference of this ticket, so we know the context.

Looking forward to hearing back from you! I’ll be waiting for your email with all the requested details, so we can continue troubleshooting this!

Many thanks!