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Replaced phone and computer, locked out of LastPass free account

david.hacht

I'm a free user of LastPass, and I recently ended up replacing both my computer and my cell phone at the same time. I had two-factor authentication enabled, so now that I'm trying to log into LastPass on my new computer, it's asking me to use the authenticator on a phone I no longer have. I'm not seeing any other options for authentication to get me into my account. What are my options here?

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Accepted answers

glenn.dobson

Okay great, I wanted to make sure we could contact you if manual verification is required. If you were using LastPass Authenticator can you please try these steps? If you were using Google Authenticator can you please try these steps?

All comments

david.hacht

I do, but sending a code or something to my email isn't being presented as an option to me.

glenn.dobson

Hi@"dhacht"

Do you have access to your email still?

david.hacht

Oh, that's great - that might work. Thank you very much. I'm hoping to get a new phone this weekend, so I'll give this a try as soon as I have it. Thanks again!

victor.schmit.vs

Hello,

I lost my phone recently and I am unable to access my LastPass authenticator or my phone number.

Is it possible for me to disable two factor authentication so I can setup it with my new phone ?

glenn.dobson

Okay great, I wanted to make sure we could contact you if manual verification is required. If you were using LastPass Authenticator can you please try these steps? If you were using Google Authenticator can you please try these steps?

glenn.dobson

Hi@"Enosified"

I have created a support ticket for you and they will be in contact via email.

victor.schmit.vs

Hi,

Thanks for sending the guide. Unfortunately, at step 3, I get "User does not exist. Contact your administrator."

I have double-checked that I am using the right email.

What could I do?

marikruslan975

Hello dear Lastpass team. I lost my access password for authy, the 2FA app I use to login to Lastpass. I emailed the Authy admins to fix the issue, but got a negative response. They asked me to contact the providers and tell them to disable the current 2FA on my account. I can send the proof of the mentioned emails to the lastpass administrators. And the mail linked to my LastPass account is working now. I'm just asking Lastpass administrators to disable the 2-step verification installed on my account because dozens of my accounts are registered on lastpass. Since I don't know where to contact, I'm opening a topic here and I ask you to disable the 2 FAs in my account.

Email removed for privacy - GlennD

rkim511

I'm having this exact same issue of this circular logic where I can't access my LastPass because my former mobile number no longer exists and I can't use the LastPass Authenticator because it's also linked to my former mobile number. I tried this step and it also says username doesn't exist. Would you have any tips on this? Thank you so much!!

seanmcternan

Hi@"rkim" - Did you get a resolution to the issue? I am also stuck in the same loop.

ash.canon

Hi @SeanMcT

If you are unable to contact Customer Support, click my Community name so I may create a case for you.

seanmcternan

Thanks for reaching out@"AshC".

So, I managed to get around this by logging in directly to LastPass and opening my Vault via the Browser extension. From there I went to my account setting and under MultiFactor authentication, I disabled LastPass MFA. The end result was the loop being broken and I could reaccess my LastPass Auth App on my phone thankfully.

annkatrin.giesen

Hello @GlennD,

the same happened to me. I don't have access through my old Authenticator App and therefore I cannot log into my LastPass. I cannot register a new authenticator app with my Last Pass, as I can't approve that one (going around in circles). Could you tell me what to do? The steps you sent are a bit unclear to me...

Thanks in advance!

Greetings,

Anka

annkatrin.giesen

Hello @Glenn @AshC,

the same happened to me. I don't have access through my old Authenticator App and therefore I cannot log into my LastPass. I cannot register a new authenticator app with my Last Pass, as I can't approve that one (going around in circles). Could you tell me what to do? The steps you sent are a bit unclear to me...