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Desperate for login support

davidwade

I can't log in to LastPass. I know my master password and have used successfully for years. I got a new iPhone today and I can't log in to LP. It sends no SMS and says it fails when I ask it to call. For account recovery it says I should use a browser with the extension installed. It is installed.

If I open authenticator it says 'Error - please restart the app'. Every time. No MFA will work. I can't delete and re-install authenticator as all my Apple ID passwords are in LastPass. It's a vicious circle.

I tried the support button on the help page to disable MFA/ TFA but nothing happens. Getting a bit desperate here - ALL my passwords are in there. It would be a nightmare to start again.

I can't get an email/ call/ SMS - nothing works. And I know my master password! Any and all help appreciated - this is not the time of year to have no access to anything! Thanks

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dome.ghost0

Yes, I have been trying to reply for a week, but I still cannot disable authentication; Official support: https://support.lastpass.com/s/contact-support?language=en_us I still haven't received a reply after sending the email.

dome.ghost0

I also encountered the same problem, losing my phone prevented me from receiving authenticatos; Contact Lastpass support for a week without receiving a response.

davidwade

Yes - any kind of access to any support would be welcome. I can’t even start resetting things as I can’t access any of my email accounts as I don’t know the passwords. As phone is new, it’s asking for me to log in to all.

I trusted LastPass with pretty much everything - I didn’t manage a scenario where I know my password, have access to my devices, and still can’t log in to anything. I’m kinda screwed here.

davidwade

Just to mark this as resolved - someone from support did get in touch eventually. After a very worrying 3 days!

There is a bug/fault though. ALL those attempts - it said SMS sent in green every time. I hadn’t added a phone number for account recovery ( I have now). It really should NOT say ‘SMS sent’ in green if there’s no number to send to.

I tried about 15 times using 4 different phones bought in different countries.

And on the off chance that someone is reading this that it might help - if you’re getting a new phone, you must check that you can access LastPass before telling the Apple guy that he can do a factory reset on the phone you’re trading in!

dome.ghost0

Hello, has the technical support personnel contacted you?

davidwade

Yes - I clicked on the button again on the support page that says 'Request help logging in' - it says it's only to disable MFA. The third or fourth time I tried this, I received an email asking me for some account information (things in my vault, when I first purchased etc., plus evidence of purchase. It was relatively quick after that.

I don't know why it didn't work the first three times. Maybe it was disable because of the holidays. Are you still unable to access? I think they used an email address that I replied to at some point.