Hello, I am active on the realt tokenised platform but now I have a big problem with identity authentication because I changed devices and when I try to connect to my real token Wallet it say to me new device detected and then I have to authenticate with a second way but the problem is that I did not receive a recovery phrase from my email, I cannot use the old device and I do not know how to use the authenticator or when I have the Google authenticator. The code, they tell me that it is not valid, it is very annoying because I can no longer access my Wallet, can you help me please. Thank you very much.
Hi Julien, thank you for reaching out and providing a detailed explanation of your issue. I understand how frustrating it can be to lose access to your wallet due to multi-factor authentication (MFA) when switching devices.
Here’s a summary of your situation for the support team:
User Issue Summary
- Platform: Realt tokenized platform (likely using Web3Auth for authentication)
- Issue: Unable to access wallet on a new device due to MFA. The system asks for a second authentication factor, but:
- Did not receive a recovery phrase via email
- Cannot use the old device
- Google Authenticator code is not working/recognized
- Unsure how to proceed with the authenticator or recovery process
Additional Context:
- The user is locked out and cannot access their wallet.
- No recovery phrase was received, and backup methods are not working.
Next Steps / Suggestions:
- Check Spam/Junk Email: Please ensure you’ve checked your spam or junk folder for any emails from Web3Auth or the Realt platform that might contain your recovery phrase or backup instructions.
- Authenticator App: If you previously set up Google Authenticator, make sure the time on your device is synced correctly, as time drift can cause codes to be invalid. More info: Google Authenticator Troubleshooting.
- Contact Platform Support: Since MFA is enforced and you are unable to access any backup factors, the only way to recover access may be through the Realt platform’s support team. They may have additional recovery procedures or can help verify your identity.
For the Web3Auth Support Team:
- This is a user account recovery issue due to enforced MFA and loss of all backup factors (device, recovery phrase, authenticator).
- User did not receive a recovery phrase and cannot access the old device or use the authenticator code.
- Please advise if there are any additional recovery options available for end-users in this situation or if the platform (Realt) must handle this directly.
Reference Documentation:
- Web3Auth MFA Overview: Multi-Factor Authentication | Documentation | Web3Auth
- MFA Recovery: Multi-Factor Authentication | Documentation | Web3Auth
Julien, if you have any additional information (such as screenshots of the error message or confirmation emails you did receive), please share them here. Otherwise, I recommend contacting the Realt platform’s support directly as well, since they may have specific procedures for account recovery.
Let us know if you have any updates or further questions!
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