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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
PawelJ
New Contributor

Hello @AshC ,

thank you for your answer.

I'm looking forward to the result of the investigation as access to the vault is crucial for me. 

Following your advice, I've already used my SIM card on a different device and it didn't work.

 

fam_ash
New Contributor

@AshC I have done all things mentioned above,but it's still not working.
Sebastian_m_a
New Contributor

Dear fellow LastPass users,

 

I have a LastPass Free user account. As I have a new phone number, I updated the phone number in my LastPass vault as indicated on the LastPass support webpage. When entering the new phone number, it sent me a message with a security code to verify the phone number.

Ever since then, LastPass won't let me log in. It tells me that it had send a message with the security code, but no message was received within at least 30 mins repeatedly (not to my new and not to my old phone number). Then, sometimes it tells me to check my emails to add the device to the trusted devices - except no email is being received in the Email Account indicated.

 

As for free users there is no way to contact support, I also tried to upgrade to premium, but even this does not work, as I cannot log in!

 

I would be very grateful if anyone could give a hint how to resolve this issue.

 

Kind regards,

Sebastian

AshC
GoTo Moderator

Hi @Sebastian_m_a 

Welcome to the LastPass Community. 

 

I see that you were able to contact Customer Support to have the SMS 2FA disabled, and that you've successfully logged in since then.  Please let us know though, should you encounter any more trouble. 

 


Ash is a member of the GoTo Community Care Team.

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AshC
GoTo Moderator

@fam_ash Could you please click my Community name to send a private message with your location, phone number, and telecom provider? 

 


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AshC
GoTo Moderator

Hi, I'm sorry about this issue affecting your login to LastPass. 

 

@pscott @S7ealth  Can you please click my Community name to send me a private message with your phone number, location, and provider so that we may investigate further? 

 

If you're locked out currently, you may still be able to use temporary one-time-passwords: https://support.lastpass.com/help/use-temporary-one-time-passwords-lp030002  


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AshC
GoTo Moderator

@brownsage  I'm sorry about the delay in answering your inquiry. 

 

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. 

 


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AshC
GoTo Moderator

Hi @RenatoBaeta ,

 

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.  

 


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AshC
GoTo Moderator

@softfree55  @nabeel1 

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.  

 


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AshC
GoTo Moderator

@artsyfares  I apologize for the difficulty logging into LastPass 

 

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.

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