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brownsage
New Contributor

SMS code and call not working

this is the second time I have run into an issue with two factor authentication and it presented itself the same way. I try to login on a new device (I no longer can get the old device to boot) and I put my SIM card in and can confirm that I receive text/calls from other numbers. However, when I try to get an SMS code or a call to my phone, I never get a call or SMS. I would love to confirm the phone number that is being used, even if it is just the last (4) digits but I cannot seem to find a way to do that without getting into the vault.

1 ACCEPTED SOLUTION

Accepted Solutions
AshC
GoTo Moderator

Hello @AVAR 

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. 

 


Ash is a member of the GoTo Community Care Team.

Was your question answered? Please mark it as an Accepted Solution.
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68 REPLIES 68
brownsage
New Contributor

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.

 

adnan90
New Contributor

I'm locked out of my LastPass account I 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.

 

 

 

adnan90
New Contributor

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

Shahidullislam
Active Contributor

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?

Tags (1)
Yannick-971
New Contributor

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.

nabeel1
New Contributor

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_S
LastPass Contributor

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! 

Shahidullislam
Active Contributor

Yes finally recieving SMS codes thank you! 

Rebecca_S
LastPass Contributor

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!