Hi,
Can you tell us if the existing account (@francillette.fr) can be recovered?
We absolutely need the access to this account back since the auth method has changed on its own.
My client is now unable to login back to his wallet (where some token are stored).
Cause I assume that if my client is connecting with his other underlying alias, the account will not be the existing account linked to the wallet we need, right?
What are the solutions here?
Thank you for providing the details and context, and for referencing the ongoing discussion regarding mail authentication issues after the forced MFA change.
Summary for Support Team:
SDK Used: Web3Auth Plug n Play (PnP)
Platform: Web (likely React, based on context)
Issue:
User with email @francillette.fr is unable to log in after MFA was enforced.
The authentication method appears to have changed automatically, locking the user out of their wallet containing tokens.
The user is concerned that logging in with an alias or different email will not recover access to the original wallet/account.
Main Question:
Can the original account (@francillette.fr) be recovered?
What are the possible solutions to regain access to the wallet?
Key Points:
The issue is related to the forced activation of Multi-Factor Authentication (MFA) in the Plug n Play SDK.
The user did not initiate the MFA change themselves.
The wallet is tied to the original email, and using a different login will result in a different wallet address.
Next Steps / Information Needed
To help the support team investigate and provide the best possible solution, could you please clarify or provide the following (if available):
Was MFA enabled by the user previously, or did it happen automatically after a recent update?
Has the user set up any backup factors (device, password, social backup, etc.) during the MFA setup?
If yes, please try using those backup factors to recover access.
Is there any error message or prompt shown during the login attempt?
If possible, please share a screenshot of the error or the exact message.
General Guidance
With Web3Auth Plug n Play, when MFA is enabled, access to the wallet requires at least two recovery factors (e.g., device, backup, password, etc.).
If the user cannot provide the required factors (and no backup factors were set), Web3Auth cannot bypass MFA or restore access due to the non-custodial nature of the system.
Logging in with a different alias or email will indeed generate a new wallet, not recover the original one.
Please attempt account recovery using those methods.
If no backup factors were set and MFA is enforced:
Unfortunately, access to the original wallet cannot be restored due to security and privacy guarantees.
If you can provide more details about the MFA setup or any backup factors, the support team can guide you further. If you have screenshots or error messages, please attach them for a quicker resolution.
Let us know if you need help with any of the steps or if you have additional context!
Note: This response was generated by an AI bot and may require further verification. The Web3Auth support team has tracked this issue and will be responding as soon as possible.
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Hey @artrade
Can you please elaborate what do you mean by “since forced MFA”?
Are they taken to a flow where they need to verify another factor of authentication, which they cannot?
Was MFA enabled by the user previously, or did it happen automatically after a recent update?
I’ve always had the verification code by e-mail to apply, so yes.
Has the user set up any backup factors (device, password, social backup, etc.) during the MFA setup?
I don’t think I’ve had the opportunity to do this, and unless you tell me otherwise, I can’t do it via the artrade app.
Is there any error message or prompt shown during the login attempt?
No errors, everything worked fine before (same account, same mail) and interestingly when I try the mail connection on another web3auth instance (community for example), it works fine with my mail.