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NemoUI
Active Contributor

Re: Cant login my account, change phone, cant get sms! know Master Password. Cant Upgrade acc either

I was able to resolve the problem I was having, and everything is working now as it should. I had to re-pair my iPhone with the Last Pass application. In other words, I had to go to the page showing the QR code and rescan that. Once I did this, the problem was solved.

KennyRiley
New Contributor

Re: Cant login my account, change phone, cant get sms! know Master Password. Cant Upgrade acc either

Thanks for responding - appreciated.

I'm not sure how I access the page with a QR code without logging in    ....how did you do this?

NemoUI
Active Contributor

Re: Cant login my account, change phone, cant get sms! know Master Password. Cant Upgrade acc either

I use my wife's phone as a backup for instances in which Authenticator isn't working. LastPass texted a code to my wife's phone, and I was able to use that to sign in. I put my wife's phone number is a backup when I set up Authenticator to work for my LastPass account.

KennyRiley
New Contributor

Re: Cant login my account, change phone, cant get sms! know Master Password. Cant Upgrade acc either

Thanks again

I also set my recovery mobile as my wife's phone but no texts are coming through even though LP says it has sent.

Looks like I have nowhere to go.

 

 

maxtsc
New Contributor

Re: Cant login my account, change phone, cant get sms! know Master Password. Cant Upgrade acc either

Dear LastPass team, I face the same issue. My Authenticator app stopped working, and now I am not able to access LastPass because I the app does not trigger SMS to my (German) phone number. I also have no option to contact support because my premium subscription just expired. My entire life is in LastPass, and I'm now locked out of almost every single service. It would be great if someone could help me.

 

Interestingly, I receive (correct) SMS when I use Master Password Recovery.

AshC
GoTo Moderator

Re: Cant login my account, change phone, cant get sms! know Master Password. Cant Upgrade acc either

@KennyRiley @maxtsc  

I apologize for the difficulty with your authenticator. 

 

If you're unable to get past the confirmation point and cannot reach Customer Support, please click my Community name to send a private message with:

  • Your LastPass email address
  • Associated phone number
  • Physical location
  • 5+ unique sites with credentials stored in LastPass

I can help create a case to confirm your ID and temporarily disable the Authenticator for the account login. 

 


Ash is a member of the GoTo Community Care Team.

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KennyRiley
New Contributor

Re: Cant login my account, change phone, cant get sms! know Master Password. Cant Upgrade acc either

Thank you for your help

The SMS recovery code landed the next day....so you must have worked some magic!

kaskagorry
New Contributor

Re: Cant login my account, change phone, cant get sms! know Master Password. Cant Upgrade acc either

Hi, can you help me with this problem?

https://community.logmein.com/t5/LastPass-Support-Discussions/I-can-t-recover-my-password/m-p/295970...

I have been waiting for more than a month for a response

Thanks

LVelarde
New Contributor

Re: Cant login my account, change phone, cant get sms! know Master Password. Cant Upgrade acc either

Hi Ash,

I also have the same problem that I encounter every time I logging in with LastPass. Btw, I already messaged you my details.

Thanks
Lucky0077
Active Contributor

Re: Unable to receive sms

I've been sitting here for days now without a lastpass. I can't get anywhere anymore because I don't get the SMS.
This is more than annoying. As a long-standing customer with you.. That's not possible.