Asking for recovery phrase every time user logs in (only for some emails)

Help - Plug n Play Web - Modal SDK
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I haven’t got the solution. Want to reopen: Secret phrase issue occuring again

1 Like
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Hey @khemraj,

I hope you’re doing well! It looks like you’ve activated MFA (Multi-Factor Authentication) on your account, and there might be an issue related to your computer’s cache/cookies. This could be why it’s prompting you for the secret phrase, which is needed to reconstruct your private key. This phrase should have been sent to your email.

Have you had a chance to check your old emails for it? Sometimes, it can get overlooked or land in the spam folder.

Let me know if you find it or need further assistance.

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okay, Let me check with the user. This is happening consistently with this particular email.

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@TomTom Are there any specific cookie/cache setting required on Safari / IPhones ? If it keeps occurring repeatedly, it is not gonna be user friendly.

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hi @khemraj
I hope you are doing well.

You need to enter the phrase that you should have in your email so in these way. It won’t be asking again from that Browser.

This situation arises because you’ve activated Multi-Factor Authentication (MFA) on your account. Now, when you attempt to access your account from a different browser, the system requires a second factor to build the private key, enhancing your account’s security.

I hope this explanation helps! If you have any further questions or need more guidance, feel free to reach out. I’m here to assist!

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But I am using same browser on same device for whole time

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Hey @TomTom . Any comments on above?

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Hey there,

Just checking in – are you currently using an incognito window? Knowing this could help us understand and address your issue more effectively.

Thanks

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Let me check and get back to you,

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Hey @TomTom . Not using incognito window. It is a regular Safari browser window

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hi @khemraj

To get a clearer picture and assist you more effectively, could you let me know if you’re successfully completing the recovery factor verification process?

Understanding this part of your experience will help me pinpoint where things might be going awry and how we can get you back on track.

Thanks

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@TomTom Entering the recovery phrase works each time. But it asks for recovery phrase on every sign in. The issue is that users will have a hard time doing that each time.
we understand if it’s truly a new device, but thats not the case

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Hi @khemraj,

I hope you’re doing well. I’ve just sent you a message requesting some additional information. Could you please provide that for me? It will greatly help me in discussing your issue with the product team to find a solution.

Best regards.