Hi Aurelio — thanks for the clear report. I hear you (and I know urgent = stressful). From what you provided I’ve pulled together the key details for the support team and put together next steps so we can move quickly.
Summary (what you already gave)
- SDK: MetaMask Embedded Wallets (Web3Auth)
- Package/version: @web3auth/modal ^9.5.0
- Framework / Platform: React + Vite (web)
- Network: SAPPHIRE_MAINNET
- Auth: Email (passwordless)
- Mode: Redirect
- Symptom: getKeyDetails error / server-side tkey corruption — single specific email fails everywhere: ribeiroaurelio6@gmail.com
- What you tried: cleared all storage, multiple browsers/devices/incognito/extensions disabled/different networks — other users on same machine are fine and other emails work; only this email fails.
Why this looks like a server-side/user-specific issue
- Because the failure is tied to one email but reproducible across devices/browsers, it strongly indicates the user’s tKey or keyshare stored on the server (or the account metadata) is corrupted or inconsistent rather than a client-side environment problem.
What we need from you (please provide if available)
- Exact browser console error text / full stack trace for getKeyDetails (copy-paste the error log). If possible a screenshot of the console where the error appears. (Redact any secrets.)
- Network tab capture (HAR or screenshot) for the failing network requests when login runs (esp. requests/responses related to Web3Auth/getKeyDetails).
- Code snippets for your Web3Auth initialization and login flow (the minimal init and login code). You can redact private keys/ClientSecret but include clientId and config values.
- Any server-side logs if you run a custom threshold-key/keyserver backend (or logs from your Web3Auth integration).
- Timestamp(s) (with timezone) when the failure started for that email — helpful for correlating server logs.
- Whether that email was ever used previously with a different auth method (social login, seed-created account, etc.) or if the user previously used the app successfully.
Immediate troubleshooting things you (or we) can try now
- Grab the console/network logs and share them with us (this is the most useful next step). The support team will likely need these to locate the failing getKeyDetails call and inspect the server response.
- Confirm in your Web3Auth dashboard (or with your keyserver provider) whether there are any errors or alerts for that userId/email and whether a tKey share exists for that account.
- If you have a way to view or re-create the user’s key metadata on the server side (without exposing secrets), check for malformed metadata or missing keyshares.
- If this is indeed tKey corruption and you have a recovery workflow, consider initiating account recovery/reset for that specific user (only after confirming procedure with Web3Auth support or your security policy) — the support team may need to perform a server-side tKey reset for that email.
If you want me to escalate: please attach the logs + init/login snippets and I’ll add them to the ticket for the support engineers and mark it urgent. Given your troubleshooting, this looks like something the Web3Auth/keyserver team will need to inspect server-side; we’ll ask them to check the user’s tKey/keyshare and metadata for that email.
Next step from you (recommended, minimal): paste the browser console error stack and the Web3Auth init/login snippet you’re using. If convenient, include a screenshot of the console/network request for getKeyDetails. I’ll attach those to the issue for the engineers and advise on any safe next steps.
Thanks — I’ll stay on this with you until we have the logs we need. If you want, paste the console text here now and I’ll parse it immediately.
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.
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