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Lastpass - Locked Out (MFA broken, SMS broken, calls broken, lastpass broken, I'm done)

formermember

After many years of using lastpass across multiple businesses and my own personal accounts without issue I've become locked out of my personal account. There seems to be some critical internal issues at lastpass with MFA and also with their sms/call capabilities + a disregard for QA and E2E testing.

Currently the state of my account is:

- I have no OTPs to login

- My google authenticator code is not valid because when I was forced to update MFA and the lastpass site shows the new MFA QR code for registration there is not text input field to confirm the new MFA code, I can't believe this isn't caught by some kind of internal QA or E2E testing.

- My Lastpass's "Authenticator" app also doesn't work as I has the same issue where I was forced to update it and couldn't complete the update.

As a result of those MFA update issues I'm left with 2 new MFA registrations (one in my google authenticator and one in the "Authenticator" app, both of which are not finalised because of the issues with the lastpass MFA registration process).

Given my google auth and lastpass auth is broken all I can do is revert to getting a MFA code by sms or by call but the SMS's never arrive... or if you click "call me" you get some message "failed to authenticate".

Lastpass team, this is pretty terrible... Please reach out to me and help me get into my account ASAP.

I'll be moving to 1password immediately after getting out of this mess...

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LastPass Support

Hi@Former Member I'm seeing a mix of successful/unsuccessful MFA requests. I'm also only seeing login attempts from an iOS device. Are you attempting to re-sync your LastPass Authenticator through a desktop computer at lastpass.com (this is the only way to do so)?

nadeem.himself

Yes, same issue here! I'm also lock-out from the account while updating the MFA as the LastPass prompt to update the MFA but when updating the MFA I've enable the LastPass Authenticator and added the 2FA code to other app instead of LastPass Authenticator and it's not working as it should be added to LastPass Authenticator and the SMS and Call me option is not working because maybe phone recovery is not set up and there is no email option to disable MFA as the LastPass Authenticator can't disable using the email.

And, if you are using the Free plan then you can't directly talk to agent but gald you can post issue here and the support agent is actually reaching forassistance.

I've also posted issue and the support agent is reach and they said if you can't deactive the MFA then you need to submit case here and wait for the support team for disable the MFA for you. So, I've submit a case here and they response yesterday after some hours and asked questions and I have reply their questions and waiting for their response

Hopefully it's helpfull for you

Tip:If you submit the case there then make sure to stay online when they're online otherwise it'll take some time to get response

https://support.lastpass.com/s/document-item?language=en_US&bundleId=lastpass&topicId=LastPass/LastPass_Authenticator_disable_lpa.html&_LANG=enus

https://support.lastpass.com/s/contact-support?language=en_US

formermember

Hi Ash,

Yes I have attempted to "re-sync" my lastpass authenticator but it's not possible to do so. I can't even access my lastpass account anymore because of everything I have already explained, I only have one active session on my iphone (in the lastpass app). Moreover as I have already explicitly explained, the lastpass authenticator on my ios device no longer has a valid MFA authority for my lastpass account so it doesn't work and again as per the issue I've already explained I'm unable to reset it.

Please tell me exactly what action to take to resolve access to my account.

Regards,

Alex

formermember

Hi@"AshC_LP",

Can you please help me?

Can anyone from lastpass help me?

LastPass Support

Hello@Former Member, I've noticed your case has been assigned, our tech team has reached out to you via email. They will be able to assist you with the access, I've shared the comments from this post. Thanks.

formermember

HI Ash,

I followed up via email and via direct message on this "Goto" platform.

I answered all the questions you requested.

I'm still waiting for a response from you and or anyone from lastpass to please help me.

formermember

Following up again,

Can anyone help me?

I've provided all the information that was requested of me via email in response to the information request

I've messaged Ash directly 5-6 times and I'm still waiting for a reply.

This is absolutely terrible customer service can someone please respond!!!

contact

I have the same problem. I've been a pro user for years and I'm shocked at how badly this is being managed.

When I tried to login to lastpass on my desktop, it tells me the following:

ACTION REQUIRED FOR LOGIN

For your security, reset your multifactor authentication app.

Go to the LastPass.com website, log in there, and follow the on-screen instructions to reset your multifactor authentication app.

CONTINUE AT LASTPASS.COM

When I do so, a new popup says:

Please reset multifactor authenticationFor your security, reset the pairing between LastPass and your authenticator method:LastPass Authenticator

Continue

When I click continue, it asks me to:

Check your email:*****@***********.comEnter the 6-digit security code from the email. This verifies your LastPass account and lets you move forward to pair your app.6-digit security code from emailVerify code from email

However, I never received the email. To get support I'm told I have to login to lastpass. However I can't login because I'm not getting the six digit security code.!

I tried the SMS option also. Nothing received.😕

Spoiler (Highlight to read)I've also bought a new iPhone but I'm scared to switch over from the old one before I know that I have access on my browser with lastpass in case the app also resets my access and I'm completely locked out forever! I Can't download a copy of my passwords of the app. I also can't access support of the app even though I'm logged in with Face ID. It's ludicrous that a company with this many followers can have such an appalling understanding of their clients user experience! Does anybody test these processes before implementing them?I've also bought a new iPhone but I'm scared to switch over from the old one before I know that I have access on my browser with lastpass in case the app also resets my access and I'm completely locked out forever! I Can't download a copy of my passwords of the app. I also can't access support of the app even though I'm logged in with Face ID. It's ludicrous that a company with this many followers can have such an appalling understanding of their clients user experience! Does anybody test these processes before implementing them?

Can someone help me get this email 6 digit code issue sorted?

formermember

I've been a lastpass user for years.

2+ weeks for customer service and only when I had to follow up 10+ times collectively either via this thread, email or DM on this site.

I've cancelled my account and moved to another password manager. I'll be moving my company away from lastpass too. The individuals on this form are clearly overworked and lastpass is understaffed. Terrible customer service, a terrible company, highly recommend avoiding at all costs - it's not for business.