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Totally locked out after setting up Passwordless & Authenticator!

Maureen Brodoff

I have followed the directions to set up password list using Authenticator. But as a consequence, I have been totally locked out from my account. I am not receiving SMS messages when requested. When I put in the code provided by authenticator I am told that the multi factor authentication has failed. I’ve gone to every device that I have and even my computer where I have not set up Authenticator does not let me log into my account using my master password. I cannot contact customer service because I can’t log into my account. When I tried to contact customer support using my email and call me feature, nobody seems to receive it or follow up with a call. This is extremely frustrating. How to I get back into my account. Please help. I am a premium subscriber.

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Accepted answers

Peter Kastl

Yeah. Same thing happened to me about 6 months ago. The only way out is to repeatedly call and send emails until customer support notices you. Then tell them to remove MFA from your account. Sooner or later your account will open up.

I originally liked the MFA aspect of LastPass, but it certainly was buggy. The one thing I don't understand is that I never got an email from LastPass about the Authenticator...and they never answered why this was so. I tried to activate the Authenticator just the other day to see if it would work; guess what...no email.

I'm sorry this happened to you. Keep beating on customer support; they'll fix you up eventually.

All comments

Maureen Brodoff

OK, so a few minutes after my last post, I received an email from LastPass saying they had cancelled multifactor authentication and that I could now sign in with my master password. And in fact it worked! I then received a callback from the customer service person who had put me on hold letting me know that I could login and having me check to make sure. So relieved. And thanks customer service rep, Fabiana for the help. Based on my experience Lastpass’s new passwordless feature is so not ready for prime time.

Maureen Brodoff

So after 3 tries, customer support finally called me back. They had me answer several questions via email to verify who I am. I replied while the customer service person kept me on the line. After receiving my reply via email, she told me to stay on the line on hold while she supplied the information I gave to someone else to verify, I suppose. That was 30 minutes ago and I am still waiting on hold for some kind of reply. Will anyone come back on the line? Who knows. Really frustrating.

Peter Kastl

Yeah. Same thing happened to me about 6 months ago. The only way out is to repeatedly call and send emails until customer support notices you. Then tell them to remove MFA from your account. Sooner or later your account will open up.

I originally liked the MFA aspect of LastPass, but it certainly was buggy. The one thing I don't understand is that I never got an email from LastPass about the Authenticator...and they never answered why this was so. I tried to activate the Authenticator just the other day to see if it would work; guess what...no email.