Funds stuck for our users

Embedded Wallets (Web3Auth)
1

We have a web3auth project which we are using to onboard users.
We enabled MFA some time back for few of our users and then we removed it. Now few of our users are stuck and not able to login. Most users have no access to perform MFA as they forgot or lost their access or the screen is entirely non clickable when they login with no option available for them to login with MFA

2

Hi Abhishek — sorry you and your users are running into this. I pulled the details you gave and summarized the issue for the support team below, plus a short checklist of the minimal extra info we need and some steps to try now.

Summary (what I have)

  • SDK Details: Generic / not specified (you mentioned Web3Auth for onboarding)
  • SDK Version: not provided
  • Platform: likely web (Web3Auth integration in a web app), exact browser(s) not provided
  • Issue: After enabling MFA for some users and then removing it, some users cannot login. They either have no option to perform MFA or the login screen is non-clickable.

What would help the support team (please provide only what’s relevant / available)

  • Which SDK(s) are involved (MetaMask SDK, Web3Auth SDK, or others) and exact version numbers
  • Platform & browsers where this reproduces (Chrome, Firefox, Safari, mobile) and whether it’s reproducible in incognito or another machine
  • Code snippets: initialization + login/logout snippets for the auth flow (the minimal code that handles Web3Auth login & session handling)
  • Browser console logs and a screenshot or short screen recording of the non-clickable UI (console errors, network tab failures)
  • Any links to dashboard entries or user IDs (anonymized) and the approximate timestamps when the users tried to log in

Quick, safe troubleshooting steps you can try now

  1. Reproduce in an incognito / fresh profile (this rules out cached UI state/localStorage issues).
  2. Ask an affected user to clear localStorage and cookies for your app domain, then try login again. (This often clears stale session flags.)
  3. Check for JS errors or blocked resources in the browser console (search for uncaught errors, “web3auth”, “MFA”, or failed network requests). A screenshot of console errors is very helpful.
  4. Confirm your front-end is checking available login methods from Web3Auth and rendering fallbacks when MFA is disabled — if the UI expects MFA but the provider doesn’t expose it, the UI could be left in a disabled state.
  5. From your Web3Auth dashboard (or admin console), verify the affected users’ auth metadata — if MFA was removed, ensure their provider flags/sessions were also cleared or forced to re-authenticate.
  6. If the screen is non-clickable, inspect the page for overlays or disabled modal/backdrop elements (CSS z-index or pointer-events) and check whether a hidden error modal sits behind it.

If you want, paste one short code snippet showing how you initialize Web3Auth and how you call login/logout — I can scan it for likely causes (session / flag handling). If you can attach a console screenshot and say which browser you used, I’ll include that directly in the report to the support team.

Helpful links

I’m here to help triage — if you can share the SDK name/version, one small code snippet (init + login), and a console screenshot or a note about the browser, I’ll prepare the complete issue summary for the support team and suggest next steps specific to your setup.

Note: This response was generated by an AI bot and may require further verification. The MetaMask Community 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. MetaMask Developer Office Hours

3

Hey @Abhishek_Tiwari

Sorry for the delayed response. For the users who have set up MFA, they will have to use MFA regardless you have turned off now. Their existing accounts have been linked with that.
If they are facing issues with MFA, let us know their email and we’ll let you know the issues with their account.(DM me on telegram. You can find me on MetaMask developer community channel: Telegram: Join Group Chat)