We have brought this up a few times in past tickets. Users are not receiving backup phrase emails from Web3Auth.
We had turned the 2FA feature off early in 2023 but when upgrading to v7 there was a error and our dev ops team did not turn this feature off again so it was available for a couple weeks. During that time some of our users enabled 2FA. However, when trying to log in on a new device and asked for the backup phrase, a message tells them they were sent an email on x date but then they check their email and cannot find it anywhere. This hasn’t happened once but over and over again, which means there is an issue present.
Here is an example of a user that had this issue:
Need assistance with this as users are now very frustrated.
Sorry to hear some of users are facing login issue. Could you confirm if the users affected are the ones who had enabled 2FA earlier? Has your team turned off 2FA for new users?
I have forwarded the details to our Dev team to review if there is any issue with the email and we will get back by Monday.
For users who have already enabled MFA , the MFA screen will continue to appear. It cannot be disabled as that will happen only for new users.
The screenshot you shared for the email in question, the backup phrase was indeed sent per the date/timestamp 12/03/23 15:03 to the email so unless the user has misplaced the email containing the phrase, there is no way to recover it. If the user is logged in on atleast one device, they can go to app.openlogin.com and approve the new device.
@vjgee thank you very much for your response., unfortunately it doesn’t solve the issue. As I shared in my original post our users are not getting these backup phrase emails. I understand you are stating that your records show this user was sent the backup phrase on the date in question. However, our support team worked with the member to search all boxes in their email, it isn’t anywhere to be found. This is happening to not just one member but many that enabled the MFA during this short time period. The email never was received and now they are stuck only being able to use their verified devices. I understand it looks to you that things are working correct but I have to say again that they are not. What can we do to troubleshoot this?
Hey @payments,
Infra team has informed that this issue has been fixed for sapphire mainnet and legacy mainnet users. Please check if you’re still facing this issue. Make sure to let us know if you are. We’re here to help. Thanks for your patience.
Hi @maharshi thanks for the response, can you please be more specific as to how it was fixed? What do our end users need to do if they never received the backup phrase? will they be sent it again on next log in or what? Thank you.
@vjgee can I clarify with you, We have disabled the MFA option now. For the users who were having this issue, when they go to log in will they not have this issue now? Or will they still get the backup phrase request?
For new users for whom MFA has been disabled, they should be able to login directly into their account. The fix put it in place should not prompt them to enter the backup phrase.
@vjgee But this doesn’t help the users that never received the backup phrase via email. What do these users do, who are encounter a request for a backup phrase when they try to log in but do not have it because they never receive it via email do to this bug. I need a solution for these users because we are getting more reports of them each day and they are completely locked out. Thank you.
Acknowledged, @payments. I sincerely regret the disruption your app users are facing. To expedite our investigation, could you kindly provide the affected users’ email addresses and their respective login methods? Additionally, if not previously furnished, please specify the verifier name, SDK name, and version. This information is crucial for a thorough analysis of the issue at hand.
Sorry for the delay. Our team are in the middle of some critical releases and are working on your issue as well. Please be patient as I am following up for an update and will get back at the most by Monday.
