cannot login to my MyKaspersky account because not receiving 2fa otp code from sms

[Guest]

i cannot log in to my Mykaspersky account, i have 2fa enabled and i cannot pass it since the SMS was not sent.

i tried getting codes from another platform and it works well, only kaspersky is problematic.
I've been trying since yesterday but the SMS still hasn't been sent.

i've tried using chrome on mobile phone and chrome on windows 10 but still no luck. 

i've tried resending the code several time already until it shows red message "could not sign in, please try again later."

please help, thank you

[Flood and Flood's wife]

1 hour ago, Mxy said:

i cannot log in to my MyKaspersky account, i have 2fa enabled and i cannot pass it since the SMS was not sent.

i tried getting codes from another platform and it works well, only Kaspersky is problematic.
I've been trying since yesterday but the SMS still hasn't been sent.

I've tried using chrome on mobile phone and chrome on windows 10 but still no luck. 

i've tried resending the code several time already until it shows red message "could not sign in, please try again later."

1. please help

Hello @Mxy, 

Welcome!

1. Have (you) tried the Forgot your password option? 
2. When 2FA was set up, was it also set up to use Authenticator codes, from authenticator apps - IF 'no', when you regain access to (your) MyKaspersky account, setup these as additional options, we recommend using authenticator apps on two other *different* devices, read: How to set up two-step verification. 

Thank you🙏
Flood🐳+🐋

Edited August 13 by Flood and Flood's wife
Added 2.

[Guest]

thank you for the response @Flood and Flood's wife

I just tried the "forgot password" option, and unfortunately it still asks for an SMS OTP to change the account password as you can see on the image

 

so i still can't access my account 😓

[Flood and Flood's wife]

5 minutes ago, Mxy said:

thank you for the response @Flood and Flood's wife

I just tried the "forgot password" option, and unfortunately it still asks for an SMS OTP to change the account password as you can see on the image, so i still can't access my account 😓

 

Hello @Mxy, 

You're most welcome!

Thank you for posting back & the information!

Please log a request with Kaspersky Customer Service, https://support.kaspersky.com/b2c#contacts  - on the support page, select either Chat or Email, then fill in the template as shown, note, there's no template for sms issues, this is the closest, so please provided a detailed history:

Please share the outcome with the Community, when it's available? 
Thank you🙏
Flood🐳+🐋

[Guest]

Thanks for the guidance@Flood and Flood's wife

but in the "application" section, i can't find an option named "Kaspersky" in the drop down menu like the one in the picture you sent.

here is the contents of my drop down menu in the "application" section:

Application*

Kaspersky Internet Security

Kaspersky Total Security

Kaspersky Anti-Virus

Kaspersky VPN Secure Connection for Windows

Kaspersky Free AV

Kaspersky Password Manager for Windows

Kaspersky Security Cloud for Windows

Kaspersky Safe Kids for Windows

Kaspersky Security Cloud Free

Kaspersky Small Office Security PC Protection

Kaspersky Small Office Security File Server Protection

Kaspersky Basic

Kaspersky Standard

Kaspersky Plus

Kaspersky Premium


So what should i choose? i use Kaspersky Free so when i choose "Kaspersky Free AV" it automatically directs me to this:

what should i do?😰

Edited August 13 by Mxy

[Flood and Flood's wife]

Just now, Mxy said:

@Flood and Flood's wife

but in the "application" section, i can't find an option named "Kaspersky" in the drop down menu like the one in the picture you sent.

 i use Kaspersky Free so when i choose "Kaspersky Free AV" it automatically directs me to this:

Hello @Mxy, 

Thank you for posting back!

There's no Kaspersky, we select that when people post a topic & don't say which software they have installed. 

So, unfortunately there's no Kaspersky Technical support for Kaspersky Free, the Community cannot assist, we have no access to users accounts/private information, so Kaspersky Customer Service - may have some discretion -> we recommend - log the case as: Kaspersky Standard, in the Activation code / license key field, type X, fill in the rest & hopefully they will assist?

Please share the outcome with the Community, when it's available? 

Thank you🙏
Flood🐳+🐋

[Guest]

alright, @Flood and Flood's wife. I will inform you again if they have answered.

Thank you

[Guest]

@Flood and Flood's wifei contacted this email

is this real kaspersky customer support email? sorry just a bit paranoid

Thanks

Edited August 15 by Mxy

[Flood and Flood's wife]

4 hours ago, Mxy said:

@Flood and Flood's wifei contacted this email

is this real Kaspersky customer support email? sorry just a bit paranoid

Thanks

Hello @Mxy, 

Thank you for posting back!

Yes, that's legitimate: 

Paranoia is healthy!

(You) should also have received an incident reference number beginning with INC0000

Thank you🙏
Flood🐳+🐋

[Guest]

@Flood and Flood's wife

update: my case is currently being escalated to higher tier support and it's been two days since I received the email from them, haven't gotten a reply.

 

I have a question, does kaspersky free also scan and detect threats on BIOS/firmware? or is it only available in the paid version like kaspersky standard/plus/premium?

Edited August 20 by Mxy

[Flood and Flood's wife]

24 minutes ago, Mxy said:

1. update: my case is currently being escalated to higher tier support and it's been two days since I received the email from them, haven't gotten a reply.
2. does Kaspersky free also scan and detect threats on BIOS/firmware? or is it only available in the paid version like Kaspersky internet security?

Hello @Mxy, 

1. Thank you for the update! It's great to hear (your) request is in the system, it may take a few days for the expert team to respond, please wait patiently. 
2. Yes, Kaspersky detects malware infecting BIOS firmware. Read: About Kaspersky Free & Kaspersky Free, Scanning the computer. 
3. Additionally Kaspersky has Kaspersky TDSSKiller, also free. 
4. Note, just as FYI, Kaspersky internet security is Kaspersky's *old* software, it's been replaced by Kaspersky Standard, please read: Kaspersky: Basic, Standard, Plus, Premium - info & FAQ, by Danila T.

Thank you🙏
Flood🐳+🐋

Edited August 20 by Flood and Flood's wife
added Kaspersky TDSSKiller

[Guest]

@Flood and Flood's wife thank you for the information!

just to confirm, if I'm not mistaken, isn't Kaspersky's TDSSKiller no longer being continued?

Thanks

Edited August 20 by Mxy

[Flood and Flood's wife]

10 minutes ago, Mxy said:

@Flood and Flood's wife thank you for the information!

just to confirm, if I'm not mistaken, isn't Kaspersky's TDSSKiller no longer being continued?

Thanks

Hello @Mxy, 

Thank you for posting back!

Yes, apologies, our mistake, it's been replaced by Kaspersky's other *free* software: Kaspersky Virus Removal Tool for Windows®

Thank you🙏
Flood🐳+🐋

[Guest]

@Flood and Flood's wife

i am still waiting for their reply, but while waiting i want to ask something

in the self defense section on security settings, does the "Block external management of system services" option turned on by default?

 

Thank you

[Flood and Flood's wife]

1 hour ago, Mxy said:

1. in the self defense section on security settings, does the "Block external management of system services" option turned on by default?

Hello @Mxy, 

Thank you for the update! 

1. Yes, Enable external management of system services - is checked by default:

Unchecking it, shows: 

Resource:

Self-Defense settings

Thank you🙏
Flood🐳+🐋

[Guest]

Hi!

After contacting customer support, they informed me that due to an increase in SMS spam, they had implemented restrictions on sending SMS messages to certain regions. The customer support team has addressed the issue, and I am now able to receive SMS codes without any problems.

Thank you so much for the Assistance! @Flood and Flood's wife

[Flood and Flood's wife]

1 hour ago, Mxy said:

After contacting customer support, they informed me that due to an increase in SMS spam, they had implemented restrictions on sending SMS messages to certain regions. The customer support team has addressed the issue, and I am now able to receive SMS codes without any problems.

Thank you so much for the Assistance! @Flood and Flood's wife

Hello @Mxy, 

You're most welcome!

Excellent work! Thank you so much for taking the time to share such valuable information with the Community, it's very much appreciated!

Flood🐳+🐋