I'm using WF's cellphone authentication but I don't receive the sms. What's wrong?

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If you are trying to activate a phone number and have never received an SMS from Wordfence before for this number, please log a support ticket stating you are not able to activate the phone number and include the number.

If you have been using the Cellphone Sign-in feature previously and suddenly are no longer receiving the SMS messages, please try to login normally again. In the few cases where this has happened, trying again results in a new code being sent.

Please note that Wordfence now includes a feature where if an IP address is whitelisted in the Options settings, then cellphone sign-in will not be required for the user logging in using a whitelisted IP address.

Some reasons why your phone number stopped receiving messages include

  • your number being added to a Do-Not-Call registry
  • porting your number to a different carrier (ie, switching from one carrier to another)
  • carriers blocking the messages based on their delivery requirements
  • other reasons

If you include your phone number when submitting the ticket, it will allow us to trace through the system and determine why the failure is occurring in order to resolve the problem.

To get access to your site immediately, you can remove the Wordfence plugin. You can do this by logging into your WordPress cPanel and deleting the Wordfence directory usually found in a directory similar to public_html/wp-content/plugins/wordfence.

Once you delete the directory, you will be able to log into your site again. At this point, you can reinstall Wordfence from the WordPress repository (http://wordpress.org/plugins/wordfence/) and under the Wordfence Cellphone Sign-in page, remove cellphone sign-in for the user that is unable to receive the text messages. When we receive the phone number that you are trying to send them to, we will be able to investigate why they are not being received anymore.