Locked out of 2FA RE

Help - Plug n Play
1

Continuing the discussion from Locked out of 2FA (1st ticket was closed prematurely):

Hi @maharashi !
The primary login is via email passwordless.

2

Here’s a summary of your support request for the Web3Auth team:

Issue Type:
User is locked out of 2FA (Multi-Factor Authentication) and cannot access their account.

Context & Details:

  • SDK/Integration: Plug n Play (PnP), likely using Unity SDK (based on code and documentation referenced)
  • Primary Login Method: Email passwordless
  • MFA Configuration:
    • MFA is enabled (mfaLevel and mfaSettings used)
    • At least two backup factors required
    • User appears to have set up MFA, but is now locked out (cannot access required factors)
  • Relevant Documentation/Links:

What’s Needed:
Assistance in recovering or resetting access for a user who is locked out due to MFA. The user’s primary login is email passwordless, but they are unable to pass MFA due to being locked out of the required factors.

Next Steps / Questions for You:

  1. User Details:
    • Can you confirm if this is for a specific end-user account? (If yes, please provide the user’s email or identifier privately to support.)
  2. MFA Factors:
    • Do you know which MFA factors the user set up (e.g., device, backup phrase, authenticator, password)?
    • Does the user have access to any backup factor (e.g., seed phrase, backup device)?
  3. SDK Version:
    • Which version of the Web3Auth Plug n Play/Unity SDK are you using? (If unsure, you can skip this.)
  4. Any Error Messages:
    • Are there any error messages or screenshots when the user attempts to log in?

General Guidance:

  • Once MFA is enabled and the user loses access to all backup factors, account recovery is not possible via Web3Auth for security reasons (see MFA docs).
  • If the user still has access to any backup factor (device, seed phrase, etc.), they should use it to recover access.
  • If all factors are lost, the account is considered unrecoverable by design.

Reference:

If you have additional details (user email, error screenshots, SDK version), please provide them here (privately if sensitive). This will help the support team assist you more efficiently.

Let us know if you have any further questions or need clarification!

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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