Login on to a new device issue - MFA issue

Web3Auth Community General
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Hi2all! Have a problem to login on tea.xyz.
Trying to find recovery phrase on e-mail box, but there are NO letters from web3auth. Then I go to https://app.openlogin.com/ and setup several factors. But none of them allow me to log in. Can you help me with this? Needs step-by step instruction))

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Hi Anastasia! Thanks for reaching out and sharing your issue with logging into tea.xyz. I understand how frustrating it can be when you’re trying to access your account and run into obstacles. Let’s see if we can get you sorted out!

Issue Details:

  • SDK Details: Name not found (it would be helpful to know which SDK you are using)
  • Error: Unable to log in on a new device.

Screenshots Provided:
I’ve noted that you’ve shared a few screenshots which may help the support team diagnose the issue, thank you for that!

Here are a few steps you can try:

  1. Check Spam/Junk: Make sure to check your spam or junk folders in your email for any messages from Web3Auth, in case the recovery email ended up there.

  2. Recovery Phrase: If you’re trying to recover your account using a recovery phrase, ensure that you are entering it correctly.

  3. Login Attempts: When you set up multiple factors on https://app.openlogin.com/, did you find any error messages during those attempts? It would help to consider trying a different method or resetting them.

  4. Alternative Recovery Methods: If you have linked any social logins (like Google, Facebook, etc.), try using those options.

If these steps don’t resolve your issue, please provide the following additional information:

  • SDK Version Number: If you can find this, it would be very useful.
  • Platform: Are you using a specific browser or device to access the site?
  • Web3Auth Initialisation & Login Code Snippets: Sharing your code snippets can help the support team further.

Feel free to reach out with any more information or further questions! We’re here to help you through this.

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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  1. I don’t know where to find SDK version number. Can you explain more clearly?
  2. I use mac and chrome.
  3. Not sure, that I have it))
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No reply from support for 3 days(( Please help me with my problem.

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Hey @knopka.dirties

Please check your DM on this forum.

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Hi! There is a problem with account access (see attached screenshot). So I couldn’t check DM.

Now I’m replying from account of my recovery email address.

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I’ve filled the form you have sent in first message. Is it good/enough?

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Hey @ekatpchelka @knopka.dirties

Check DM for @ekatpchelka, also which login method were you using for @knopka.dirties?

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Hi again!

I’ve sent you a response on DM.

I’m trying to use Google account method to login.

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Thank you for the response @ekatpchelka

We are hosting Office Hours later today, if you’re available, please join, will help you solve the issue on call.

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Hi again!
Why is my problem cannot be solved for such long time? You have sent me the link to the form and I’ve filled it, but still haven’t received any respond from the team.

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Hey @ekatpchelka @knopka.dirties

Please try the https://account.web3auth.io/ to get the backup share access.

Read more Account Dashboard | Documentation | Web3Auth

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I have already tried to do this. But I’ve replay it for you.
The result you can see on video - the recovery phrase not works. https://vimeo.com/manage/videos/1041127428