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Multifactor Authentication Problem

reach.andrewh

I was reinstalling LastPass using the Windows installer and received the following error message when trying to login:

"Sorry, a critical internal error occurred.

For assistance, please send a screenshot of this error to support@lastpass.com

LoginAccountAck rc=Multifactor authentication failed!"

I tried sending a screenshot, as instructed, only to discover that the email address is no longer monitored.

Is someone able help me resolve my login problem?

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Accepted answers

glenn.dobson

Hi@"-andrew-"

Thank you for that last bit of information, I think I might have identified your issue. The use of YubiKey for authentication requires a paid plan and your Premium plan is currently expired. I have re-enabled Premium on your account temporarily so you should be able to sign in now and change your authentication method or purchase a new Premium plan.

All comments

rachael.orovets

Hi @-andrew-,

Could you try deleting any current LastPass programs/apps you have installed, then install from here?https://lastpass.com/download/ If you're looking for the LastPass for Windows Desktop app, this can be installed by downloading theLastPass Universal Windows Installer

reach.andrewh

I have tried reinstalling on two different computers and the problem persists. I have also tried installing LastPass in a Windows Sandbox on Firefox, Chrome and Edge browsers and still get the same error message.

rachael.orovets

Hi @-andrew-,

It looks like your main method of authentication is failing/causing this error, which authentication method is your default method? We do see that your account hasalternate multifactor options enabled, could you trylogging in with the a different MFA method to see if you can then log in? You should see the option to use additional multifactor options per this screenshot:

glenn.dobson

Hi@"-andrew-"

Thank you for that last bit of information, I think I might have identified your issue. The use of YubiKey for authentication requires a paid plan and your Premium plan is currently expired. I have re-enabled Premium on your account temporarily so you should be able to sign in now and change your authentication method or purchase a new Premium plan.

reach.andrewh

The authentication error occurs when I enter my Email Address and Master Password. This is before I get the chance to use any of my multifactor authentication options.

My default method is Yubikey. It sounds like this is causing an error that stops me from using any of my other options. I have the Lastpass Authenticator App installed on an old phone that I haven't used in a long time. If you can make this the default hopefully that will allow me to log in.

ihatethisemail.com

I'm literally having the exact same problem. I disabled MFA a few weeks ago and now this happens when I try to sign in. I actually had to create a second account to even post this.

reach.andrewh

This problem has now been resolved. I managed to login and change my default authentication method. I then logged out and was able to use my other authentication methods when logging in again.

Thanks for your help.

andrewhenwood

I have the same problem with my multifactor authentication.

I recently changed my Android phone and migrated all the apps across. I also had to change my phone number. I updated Lastpass with the new phone number.

I am now trying to log in to LastPass on my laptop:

1. I enter my username/email and master password.

2. I then enter my Authenticator 6 digit key but it does not work. (I have tred both Microsoft Authenticator with my LastPass account and the LastPAss Authenticator apps)

3. I then request a SMS but do not received it.

Please help as there appears to be no way to get the multifactor authentication to work.

andrewhenwood

Hi @RachelO

Thank yo for getting back to me. I have restarted my phone that has the LastPAss Authenticator app. I then tried to log in to LastPass again. The MFA failed. I see on the Last Pass Authenticator on my phone that it shows my email adress as an account and not my LastPass account.

Please let me know if you have any other suggestions to help me log in.

Thanks for your help.

Andrew

rachael.orovets

Hi @AndrewHH,

I see that you only have LastPass Authenticator enabled for your account, not Microsoft authenticator so you will need to authenticate using the LastPass Authenticator app. Could you try restarting the device that your LastPass Authenticator app is on, then trying to log in to LastPass again to see if MFA works as it should?

rachael.orovets

Hi @AndrewHH,

If that still isn't working, the support team will need to assist further to help disable MFA for your account temporarily so you can log in and re-set up your preferred MFA method. So that we can create a ticket on your behalf for the support team, please send me a Private Message with your LastPass account email.To send me a private message, please click my username to view my profile, then click the blue "Send a Message" button in the upper right.

maitreyanaik

Hi!

I'm having the same problem with my LastPass login. Wondering if I can receive assistance please!

maitreyanaik

Hi! I'm having the same issue. May I get some assistance please?

andrewhenwood

Hi LPFan22, I also had problems with MFA. It had worked by sending a notification to MS Authenticator or the LP Authenticator. It stopped when I updated my phone. I managed to get hold of LP support and they were vey helpful (email removed GlennD)All the best Andrew

If you need to contact Support please use the Contact Support option on our support site. Random emails to LastPass support will be ignored - GlennD

samirashah30

I had something very scary happen to me today with multifactor authentication. In light of the news yesterday, I enabled MFA on my LastPass account. I don't know how it works - does it send a text message, does it use the LastPass Authenticator App, or does it use my Authy App. Anyhows, after that, I logged out of the Chrome extension on my computer. When i tried to log back in, when I got to the page for MFA, it kept saying failed. No text message or alert to my phone. I checked and it has the right phone number., I tried using the code from my Authy App, but that didn't work either (maybe because that is not enabled either). LastPass then locked my account for 5 minutes. This was quite scary.

I resolved by turning on my work computer, also logged into LastPass via Chrome. I was able to go into the vault without facing any credential questions. Then I disabled the MFA. Whew.

I'd be interested in what I did wrong here, as I would like to enable MFA.

andrewhenwood

Hi Glenn,I don't work for LastPass. LastPass support picked up my post and contacted me and then quickly helped me sort out the problem. All the best Andrew

samirashah30

Andrew thanks for your reply. For me, I set it up yesterday. I remember getting an alert on my phone, when I set it up. But I don't believe I have the last pass authenticator app on my phone. Maybe I needed to install it? But then how did it work to begin with.

I may be better off with the Google authenticator, which is what Authy works with.

And thank God I had the second computer, that could access my vault without requiring any further authentication. So I could disable the multifactor authentication.