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SMS Code and call not working

LastPass Support

I am not receiving the sms code or call when trying authenticated after accepted master password. Maybe phone number is not in system.

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.

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Accepted answers

ash.canon

Hello

I'm sorry about the recent SMS failures.

If you're still experiencing difficulty, we can help investigate further. Please click my Community name to send a private message with your phone number, location, LastPass email address, and telecom provider.

All comments

cyckosic

is it possible to confirm my identity manually and temporarily disable the SMS verification so I can get into the vault? That was what I did last time this happened and it was the only way.

Adnan Hatim

I'm locked out of my LastPass accountI remember my username and master password, however, when I try to log in it takes me to complete multifactor authentication and when I click 'Send me an SMS passcode' I do see a message that SMS has been sent but I never receive the SMS.

If I click the 'Call Me' option I get this error: Multifactor authentication failed!

Screenshot:https://www.screencast.com/t/mhUeWd3L

I think I had the authenticator app set up on my phone but I recently changed my phone and I don't have access to my previous phone anymore to use the code from the app.

Adnan Hatim

Kudos to LastPass support for resolving this so quickly. They disabled the MFA on my account and I was able to log in.

Shahidull Islam

I need help. I have two authenication set up. I want to get into my account but SMS code wont send to my phone. How can I fix this?

Error:Multifactor authentication failed!Dismiss

Any advise?

Shahidull Islam

Yes finally recieving SMS codes thank you!

rebecca.stone

Hi@"Shahidullislam"- thank you for the question and sorry for the frustration.

We have a few troubleshooting tips if you are not receiving SMS codes from LastPass:https://support.lastpass.com/help/i-did-not-receive-an-sms-message-from-lastpass-what-do-i-do

If these do not work, you may need to recover your account. Please find the instructions here:https://support.lastpass.com/help/recover-your-lost-master-password-lp020010

Let me know if these help!

yannick.wiart

@AshCcan you help me please?

yannick.wiart

Bonjour,

impossible de recevoir le code sms depuis la Guadeloupe.

Est-ce que quelqu'un a eu un retour? Car je vois que beaucoup ne recoive pas le code.

Hello,

impossible to receive the sms code from Guadeloupe.

Has anyone had any feedback? Because I see that many do not receive the code.

Nabeel Ahmad

Not receiving SMS passcode and call in Pakistan

I have been trying for several days and sms passcode / 2fa call are not coming to my phone in Pakistan. This used to work fine

Also when trying to open a support ticket it does not allow me to select Pakistan phone

rebecca.stone

Bonjour@"Yannick-971"- thank you for your question and sorry for any frustration. Please refer to this support article for common troubleshooting tips for why you may not be receiving a SMS code:https://support.lastpass.com/help/i-did-not-receive-an-sms-message-from-lastpass-what-do-i-do

Let me know if this helps!

yannick.wiart

I have already tried the following link, however I don't get more.

Does having a 9-character password, or a telephone in Guadeloupe with the extension +590 influence the reception of the validation sms?

rebecca.stone

Hi@"Yannick-971"- thanks for the additional information. I spoke with our development team. Can you please re-attempt the SMS code now?

yannick.wiart

@Rebecca_S hello, i have the same problem that this link:

ash.canon

Hi @nabeel1

I apologize we don't currently offer Pakistan as a callback country, and I will request the support team to review options there.

I've now created a case for Customer Support to review. Please check your email and answer the identity confirmation questions in order to temporarily disable 2FA on your LastPass account.

Shahidull Islam

I stopped recieving SMS code messages can anyone help?

reck25

Hello, I know that are many discussions already about this topic but none of them has some sort of guide to fix the problem.

I am also locked out of my LastPass account and can't seem to receive any sms to log in.

I was using the Authenticator app but everytime I tried to accept a new login, an error would pop up so I cound't proceed.

So I tried the sms solution and didn't work

I also tried to reinstall the app but now I'm unable to multi-factor it cause I don't receive any sms

Is there any solution?

Phone: Iphone XR

Phone company: Vivo (Brazil)

scottpiriou

Hi,

I got disconnected from LastPass and LastPass Authenticator on my phone.

My 2FA is LastPass Authenticator so I can't log into my LastPass account. I'd like to use SMS 2FA but I never receive the SMS. I see the message "SMS sent" but never receive it (tried on the browser extension and on the mobile app).

I also tried clicking "Call me" but it just simply errors with "Multifactor Authentication failed!".

pch.info.learn

I'm so tired of trying to login at least 5-10 times before I can get logged in and many times I just can't login. I enter my email and password with no problem. But then I'm asked for the passcode sent to me thru sms. I click on "Send me my passcode via SMS (or similar to that)". But by the time the passcode comes I either have only enough time to enter 1 or 2 digits before I am booted out and the screen goes back to starting all over. I get a message to change my extension settings. What extension setting? I am not using an extension. I am just going to the LastPass website and trying to login. I am so extremely mad about this. Please can someone help me?

softfree55

Hello@"AshC",

I am also facing the same issue. I accidentally deleted the Lastpass authenticator app, and now the sms passcode or callback is not working for me.

Could you please help me disable 2FA from my account. I am really worried about the situation.

Waiting for your response.

Thanks

glenn.dobson

Hi @softfree55, I have opened a support ticket for you. If Could Backup was enabled you may be able to restore your LastPass Authenticator account https://support.lastpass.com/help/how-do-i-restore-using-cloud-backup-in-the-lastpass-authenticator-app

Pawel Jackowski

Hello, I would like to ask you for help. For a few days, I cannot log in to my account due to problems with SMS/call authentication. Each time I try to send an SMS it is not received.

When I try to use the "call" function the following error occurs.

I've already tried the hints from the support site and it didn't help.

I used to have the Authenticator app but after the mobile phone factory reset the data has gone. I beg you for help as I have to gather a password to an important site for me.

softfree55

Thank you @GlennD .

But the problem here is that i am from Pakistan. And i am unable to receive SMS passcode or call back for disabling the authenticator verification.

Since i accidentally deleted the authenticator app, and the lastpass login session from PC has also expired, i am now unable to access the lastpass from mobile or PC.

And the authenticator app also requires the lastpass to be logged in.

Could you please help me disabling the lastpass 2FA so i could mange recovering my account

That would be a great favour.

sandaruleelaratna

Same issue! Any solutions here?

ash.canon

@softfree55 Please check your email for the security questions sent by customer support and reply in order to confirm your ID and disable the 2-factor authentication on the LastPass account.

ash.canon

Hi @fam_ash

We will investigate your SMS issue further to see what's happening there. In the meantime, please check the following troubleshooting steps:

Try restarting your phone.
Check your phone’s SMS inbox storage and be sure you can receive messages.
Verify your phone has good network reception.
Verify your phone is not in roaming status.
Insert your SIM card into another phone and try to authenticate using a different device.

ash.canon

Hi @PawelJ

We will investigate your SMS issue further to see what's happening there. In the meantime, please check the following troubleshooting steps:

Try restarting your phone.
Check your phone’s SMS inbox storage and be sure you can receive messages.
Verify your phone has good network reception.
Verify your phone is not in roaming status.
Insert your SIM card into another phone and try to authenticate using a different device.

Pawel Jackowski

Hello @AshCcould you help?

It's already been a week since I can not entered my vault.

iamfarzaashraf

Hi @Rebecca_S , I am facing the same issue. I need to pass the MFA but am unable to receive SMS and calls.

softfree55

Hello@"AshC",

I got that mail on Oct 8, and replied the answers to same email on Oct 9.

But since then i haven't received any confirmation email. I am waiting for a confirmation email that the 2FA has been disabled and i can recover my account.