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I am unable to access my LastPass account. No SMS's are being sent to my telephone

ritasnaddon gmailcom

I am unable to access my account. I am slightly panicked as I need to be able to work and access my account.

No SMS is being sent to my telephone number upon request and LastPass does not seem to have a simple Help Desk or telephone number to contact. I am worried about my account. HELP!

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Accepted answers

LastPass Support

Hi, all.

I apologize for the recent login trouble.

While Customer Support can help disable your MFA if necessary, I suggest first logging in through lastpass.com on a desktop computer in order to resync your specified authentication system. This was an expected requirement of all LastPass users after the forced logout event, in order to upgrade the security protocols across the whole system.

All comments

bjornkontomail

Same problem here. I really cant have it like this. One of the most important tools and something I am paying for need better support.

juliealex120

Nope, hoping LastPass are going to get onto it as lots of us seem to be in the same boat.

f_goto

Same here.

And I cannot contact Support, because I cannot login, as I am not getting the sms messages.

juliealex120

Gosh, I'm using the free version so thought that was why I was having issues. I agree that is a problem if you are paying!

simon.demarmels

Anybody find a solution to this?

bin1651

Yeah... it is happening to me too.

NO SMS code received

NO calls received

And my master password is correct.

All of a sudden cannot login now..

Who can help??

juliealex120

Looks like lots of us have the same problem 😞

juliealex120

That's brilliant, thanks for sharing. I also heard back and replied as they thought I'd forgotten my password but I haven't had a reply yet. I will try this if I don't hear soon.

ritasnaddon gmailcom

I somehow managed to find a Contact button and got through to customer service

This is the link. I was contacted quite quickly and had to show proof of my account and purchase of subscription etc. They have now disabled the 2 step authenticator so I am now able to log in and access my account. I can also reset the authenticator. Hope this helps you.

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

LastPass Support

Hi, all.

I apologize for the recent login trouble.

While Customer Support can help disable your MFA if necessary, I suggest first logging in through lastpass.com on a desktop computer in order to resync your specified authentication system. This was an expected requirement of all LastPass users after the forced logout event, in order to upgrade the security protocols across the whole system.

juliealex120

I wouldn't have been able to do this as I use last pass on my laptop so still needed the code. But I'm not sure if you are saying I need to do something now the problem is over? What do you mean 'resync your specified authentication system'? Thanks

ritasnaddon gmailcom

Ash I think you are missing the point. How can we log in if the SMS is not working. That is the whole point. We cannot log in at all. In the meantime I managed with great difficulty to find customer service and my problem is solved. thank you

ayham.kutit

Thank you, I'm still locked out since the morning 😞

ayham.kutit

How did you fix this?

I'm now having this issue without luck

juliealex120

Hi, the problem was at their end and loads of people had the problem. They fixed it and it went away. I hope you get it sorted soon.

Rodrigo Osinaldi

I am also having the same problem, I do not receive the authentication SMS from the second step.

I have my master password, I have my phone number but the SMS is not sent.

If I click on "I forgot my master password" I receive the SMS perfectly, but I don't receive the SMS for a 2-factor authentication.

this demonstrates that there is no error on my device, but on the LastPass system.

Rodrigo Osinaldi

Thank you very much my friend, I just did it and I will wait for the contact from lastpass.

It is really very sad that to contact lastpass for login problems they ask you to login to your account ..... which is a total and absolute lack of logic.

ritasnaddon gmailcom

You can search on your search engine using the I am locked out because I can't disable multi factor authentication. This will take you to the last pass platform and if you scroll down you will see a contact support button which mentions only to use this button if you want to submit a case. You can submit your case through this button and you will be contacted by last pass who will have to verify that you are indeed who you say you are.

they will disable the sms authenticator so that you can log in and eventually set it up again.

I hope this helps. It worked for me. I think last pass however should make it easier to submit a case. I was searching for days before I found this. Good Luck