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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
AshC
GoTo Moderator

I apologize for the difficulty @RenatoBaeta 

 

Please click my Community name to send a private message with your LastPass email, phone number, location, and telecom provider.  

 


Ash is a member of the GoTo Community Care Team.

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AshC
GoTo Moderator

Hi @artsyfares 

I apologize for the delay in getting back to you here.  We are investigating SMS delivery currently to see why some are failing. 

 

Please click my Community name to send a private message with your LastPass email, phone number, location, and telecom provider. 

 


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AshC
GoTo Moderator

Hi, All

We made an adjustment for delivery to certain geo locations in order to improve SMS delivery.  Please let us know if you are still unable to receive these, and where you are physically located. 

 

Thanks for your patience. 

 


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AshC
GoTo Moderator

@TomHok  I apologize for the delay. 

We recently made some adjustments to SMS delivery.  If your problem persists, please click my Community name to send a private message with your LastPass email, phone number, telecom provider and physical location. 

 


Ash is a member of the GoTo Community Care Team.

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PawelJ
New Contributor

Hi @AshC ,

I still can not log in to my vault due to a lack of incoming SMS with a security code.

I'm located in Poland.

 

AshC
GoTo Moderator

@PawelJ  You are entering the correct password, from a new IP address, which triggers a verification email sent to your LastPass email. Please be sure that you have added the following as contacts to your email filter's allowlist, then prompt LastPass to send you another email:
support@lastpass.com 
do-not-reply-support@lastpass.com 
support-replies@logmein.com

 


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PawelJ
New Contributor

Hi @AshC ,

I've been trying to log in from my mobile network so the new IP address appeared. I've received the verification emails from do-not-reply-support@lastpass.com and confirmed them successfully. So, I don't have any pending verification emails.

Once I confirmed the verification email, I was forwarded to 2FA which still doesn't send SMS with a security code.

 

NemoUI
Active Contributor

I can't log in to my account. The Authenticator isn't responding, I'm not receiving the SMS code, and when I click on call me, a phone call goes to my second phone number. I push on the # sign, and the message says I've successfully verified, but I'm still not being logged in. I tried uninstalling and reinstalling Authenticator on my iPhone and uninstalling and reinstalling the LastPass extension on Firefox. Still no luck. I didn't see a way to send a private message, so I'm using the reply button.

SusieQ15
New Contributor

Hi all, LastPass works well on my phone but the multi factor authentication on my Mac fails when I use both chrome and safari. Browsers both have current extensions. When I try to use the SMS code, by the time I receive the code, I have timed out and I have to reenter my master password again. Any ideas? Thanks!
KennyRiley
New Contributor

Hi Sebastian

I have a similar issue and wonder if you could advise me how you managed to contact LP customer support please?

I'm a free account user and not supported by LP it appears but I need to do what you did and disable 2FA so that I can access my LP vault.

I've posted for help on this board but no responses yet so any help will be much appreciated.