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I can;t login to lastpass with 2FA and no SMS or Call?

myagnostic

Hi,

I can't login to LastPass with 2fa, and I have no received verification code via SMS or call.

I contact the support team via email, with full detailed info and documents, but no resolution yet.

Please help,

Thanks,

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Accepted answers

LastPass Support

Hi@"myagnostic"

I apologize for the delay. It looks like your case is actively being investigated by Customer Support. If you receive a follow up email and your issue is not resolved, please reply directly back to the support email with additional details or the best time to reach you by phone.

For others who cannot log in due to MFA failures, this Support Article will allow you to create an email case for follow up. Click the 'Contact' button in the middle of that article if none of the troubleshooting steps are successful.

Thank you.

All comments

Symon Peters

I have the same issue. Can anyone help out please. My ph can log in but my computer wont when I go to the ph app and use the 2FA

myagnostic

Here is my screenshot that shown not receive verification code:

myagnostic

Hello,

I have sent a private message with detailed info to you. I have received a response but it says "They didn't hear from me, but I did send in a replay". Also, I will send a new private message with the list of Threads of cases none of which have been resolved since May 27.

Thanks,

ash.canon

Hi@"myagnostic" &@Sypet

I've reviewed both of your posts and LastPass accounts. It also appears you were able to create cases with Customer Support over the weekend. If you don't hear back by Monday, feel free to click my Community name to send a Private Message with your LastPass email address and associated phone number for a status check.

Thank you.

LastPass Support

Hi@"myagnostic"

I apologize for the delay. It looks like your case is actively being investigated by Customer Support. If you receive a follow up email and your issue is not resolved, please reply directly back to the support email with additional details or the best time to reach you by phone.

For others who cannot log in due to MFA failures, this Support Article will allow you to create an email case for follow up. Click the 'Contact' button in the middle of that article if none of the troubleshooting steps are successful.

Thank you.

LastPass Support

Hi@"ubartu"

If you're unable to receive SMS 2FA or Recovery messages for any reason, you can still create a case for Customer Support to investigate through this support article. Just make sure you click the 'Contact' button in the middle of the page there, and not the bottom (we're still updating the contact flows currently).

Thanks,

James Marks

I have the same issue and have an urgent need to get into LastPass. I have hit the Contact button and it indicated a case was submitted. How long will it take to get a response? Is there any way to contact someone directly to resolve this?

myagnostic

Hi,

Finally, thank you for processing my request.

To correct the report, the reason I didn't receive an SMS/Call to my phone number was not updating to a new phone number, after login, I found my previous phone number saved for a while. That why.

Thank you,

sintenie

Hi, I received an e-mail for account recovery.

I was only able to go through part of this process.

When using this procedure I am given the option to either use a single use password for account recovery or not.

Selecting Yes (Ja) results in a log in window where I have to use MFA.. Which is the problem in the first place.

Once again the SMS does not arrive, unlike earlier in the account recovery procedure.

Selecting No (Nee) results in a message stating I do not have the Lastpass authenticator app installed. Which I obviously do. You can see it in the image below.

So basically, I'm still stuck.

Symon Peters

I want to add to this as I have the same issue and the LastPass responses have been inordinitly useless. I cant access a huge number of Passwords and there is no response to the "Call Me or TXT me" buttons and cant get to speak with an actual human is just seriously impossible and useless. I will definatly be changing my software once I can get in and access everything if it ever happens.

SHARON WINBANKS

Postscript: I remembered that I also used Microsoft Authenticator in the past, so I tried that option as well (I had to reset my Microsoft account on the way because it was a special random one from LastPass that I don’t remember) and I am still getting the failed message - so the problem isn’t with the Authenticator app itself.

Symon Peters

Hi @AshC

I am still struggling to get it solved. Any assistance would be greatly appreciated as now it has locked me out of my mobile Ph access and I can t get them to remove 2FA so I can get in and start it again on both Ph and Computer

SHARON WINBANKS

Hi Ash,

I have the exact same problem as above and it has been a rude shock to me! I clicked the contact us button that you recommended and I hope that they get back to me soon as I use it for EVERYTHING. It is most annoying that I cannot contact someone directly when I cannot sign in due to a problem not of my making, I really regret resetting the 2FA link this morning. I stuck with LastPass after the hacking debacle, I have to say if I don’t get a quick response this might be the straw that breaks the camel’s back. I’m mostly venting here, but also just in case I don’t hear back I wanted to log my problem here, you seem like a helpful person 🙂

mhussain654

I am not receivingSMS passcode and Call me also not working. Clicking Send me an SMS passcode alert passcode sent but never received. When I tried to reset password, I have received passcode, So it means my number is correctly added there. Let me know I can login OR disable MFA. I tried to disable MFA through email, But when I clicked link from email, it says you can able to disable MFA. My Email: mhussain654@gmail.com

SHARON WINBANKS

Update no. 2: They have removed my MFA now and I am back in, the relief! Support emailed me overnight and said they had made a change, and to try and login again, when I responded that is still didn’t work I had to answer a series of questions to prove it was me, (be prepared to provide lots of info) and then they took off my MFA. It took me 2 days to resolve for those playing at home, but I did check my emails in the middle of the night this time, I am in Australia and they don’t seem to be online during most of our working day. I have asked about reinstating MFA and will post an update here.

SHARON WINBANKS

Update: I received a response overnight (I’m in Australia) telling me to expect a verification email (purpose unspecified, possibly to remove MFA?), which I have not not received - I don’t think it is a problem at my end. I responded suggesting that it was a known issue that they must have a solution for and requesting further help. If I wake up in the middle of the night I’ll be checking my emails, the 24 hour delay each time is killing me! I have had to reset quite a few passwords and I have sticky notes everywhere. Surprisingly Microsoft was painless- I have had some fun and game with their PIN before I can tell you…

sintenie

OMG! After mailing back and forth with Lastpass support for nearly a month without a real solution it turns out the sms code is not sent to my own number. While the number that Lastpass is supposed to call matches my number, the sms is sent to a family members account which I definitely do not recall setting up as backup.

So I've finally regained access to my account and will definitely not set up passwordless entry again until it's no longer required to disable all other MFA options.

SHARON WINBANKS

Hi,

In Ash’s earlier post there was an article which had a link in the middle:

This was the article detailing options:

https://support.lastpass.com/s/document-item?language=en_US&bundleId=lastpass&topicId=LastPass%2FLastPass_Authenticator_disable_lpa.html&_LANG=enus

It takes you to a page where you enter your email address and you go from there. The more info. you put in your first email, the better so they understand it is not you, it is the system!

sintenie

They'll contact you after you've pressed the 'contact support' button in the text for this articleas is posted as a solution. Not the exact same button at the bottom of the article though, but the one that's part of the "Option #2" paragraph.

Francoise Becquey

How did you get in touch with them? All I get from my emails are auto-replies telling me to log in, when my issue is that I cannot log in!!!

Francoise Becquey

I can't log into my account from home, just from the office. I tried to contact support, but I am asked to log in! I sent an email and got an auto-reply telling me to go to customer support... where I can't log in!

I feel like I am in a hamster wheel.

When I try to login, I have no issue putting my user name and password in. But then they disappear within seconds, so I do not have an opportunity to authenticate via face recognition or SMS.

So, I am stuck in the hamster wheel.

Please help!

niroshsandakelum

I have a lastpass free account with the email . I cant login to my account due to not receiving SMS passcode and stuck at login even after entering master password correctly. How can i restore my account?

barrymurray101

@AshCI am in the same boat. not receiving the sms.

i did get 9 messages all at once, but now none are coming through

what do i need to do?

tanhernandezvault

Hi,

I'm currently experiencing the same issue.

I've went tru the process of entering my email and master password. But whenever it comes to receiving the SMS OTP (to get tru 2FA), I don't receive any, which prevents me from logging in.

Looking forward to your response.

- Tan

hamish.raikes

Hello Ash, i have the same problem, I can remember master password but do not receive sms or calls and have tried all the suggested solutions. I have cancelled my premium account until this gets resolved if it does.

SHARON WINBANKS

In the middle of this article there is a link to contact support to disable MFA - don’t click on the link at the end. I tried clicking on the earlier links from previous posts and it didn’t seem to work, I found it again and have posted it below;

https://support.lastpass.com/s/document-item?language=en_US&bundleId=lastpass&topicId=LastPass/LastPass_Authenticator_disable_lpa.html&_LANG=enus

They may take a day to respond, put as much information as possible in the reply email as to minimise the back and forth - I had to explain that all of my contact info was correct and that I hadn’t forgotten my password, and it was their MFA that was at fault. Then you have to answer a few questions about your account and they will take away the MFA for you.

PS I would have kept my Premium account as it is this that entitles you to a “higher” level of support.

LastPass Support

Hello ,

I gave the necessary answers. When I want to access the system, SMS does not come. Please help me remove MFA. I haven't been able to access the LastPass app for a long time. This is a big problem for me. Help me remove MFA.

Thank You,

Furkan

Symon Peters

Ash

You seem to be helpful. I have gone to the help area in the LastPass page that you recommend and have tried to get contact a number of times. When I do manage to get someone to respond they don’t help and then do not follow up the conversation thread so still no result.

There seems to be a lot of people with the same issue 2FA app not working or can’t get an SMS if that’s requested to gain access to the account.

Is there any other way to have the 2FAapp disabled so account access can be gained without it? Do you know if the company is in trouble and the hack they had earlier is causing the issues or are the support staff just hopeless?

Thank you

Ghayoor Haider

It seems like a lot of users are having the same issue. Why not fix the problem in the first place? And the most frustrating part is that there is no way to directly contact technical support even if you are paying for the app. This is terrible, I have been trying to log in for the last 5 days. Put my sim on different devices both Android / IOS but not receiving any SMS.

Please get this issue resolved asap. All of my passwords are in LastPass and I cannot access most of the apps just because of this major issue.

hernay

May I know where to click for send the private message. Because I can’t find the buttoon