Locked out of my wallet

[artrade]

Continuing the discussion from User not receiving the confirmation email during login:

The user is upset you closed his ticket without response to his last msg. Can you please see with him and proceed to the necessary check to ensure he regained access to his wallet ?

[w3abot]

Hey there! Thanks for reaching out with this issue. I understand how important it is to regain access to your wallet, and I sincerely apologize for any frustration caused by the previous ticket closure. Let’s work together to resolve this as quickly as possible.

Since you’re using the Plug-n-Play SDK, could you please provide more details to help us assist you better? Specifically:

1. Could you share the Web3Auth initialization and login code snippets used in your implementation?
2. If there were any errors visible, a screenshot of your browser console logs would be really helpful.
3. Double-check if the email associated with the account is entered correctly and ensure the confirmation email isn’t being filtered to spam or junk mail.

If the issue is related to custom authentication, let us know if there’s a verifier name or method of login involved. Otherwise, if you’re using your own authentication, details about the JWKS endpoint or a sample idToken (JWT) would be essential.

In the meantime, you might also want to revisit the Web3Auth documentation on troubleshooting email login issues: Web3Auth Email Login for potential solutions.

If you provide this information, I can ensure that the support team will be quicker in resolving your issue. Looking forward to helping you out!

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.

Additionally, we would recommend you to join our biweekly Office Hours to get this resolved even faster. Web3Auth Developer Office Hours

[maharshi]

Hi Artrade team,

Thanks for your follow-up.

We understand the user is upset, and we truly empathize with how frustrating it can be to lose access to an account. However, as with any secure system, access can only be restored when the correct recovery methods are provided.

In this case, the user had multiple MFA options configured — including a manually set recovery password, passkeys, authenticator, and a recovery phrase that is, by design, sent to a different email than the one used for primary login. If none of these are available or correctly entered, there’s unfortunately no further action we can take to unlock the account.

To be clear, this is not due to a malfunction or issue in the Web3Auth system. It’s operating as intended, based on how recovery flows were set up at the time of MFA enrollment.

We’ve done our best to guide the user through the available options and answer all questions along the way. If there’s anything more your team needs from us, especially in helping improve onboarding around MFA, we’re happy to support that effort.