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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.

68 REPLIES 68
pscott
New Contributor

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!".

S7ealth
New Contributor

Same issue! Any solutions here? 

softfree55
New Contributor

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.
PawelJ
New Contributor

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. 

PawelJ_0-1665263751066.png

 

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. 

AshC
GoTo Moderator

@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 is a member of the GoTo Community Care Team.

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PawelJ
New Contributor

Hello @AshC could you help?

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

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

softfree55
New Contributor

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.

Please ask the team to make it fast.

Thanks.

Regards.

AshC
GoTo Moderator

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 is a member of the GoTo Community Care Team.

Was your question answered? Please mark it as an Accepted Solution.
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AshC
GoTo Moderator

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.

 


Ash is a member of the GoTo Community Care Team.

Was your question answered? Please mark it as an Accepted Solution.
Was a post helpful or informative? Give it a Kudo!