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Can't log in: lost access to my double auth data and to the admin to fix it

cyril.le-pottier

Hello everyone, I have multiple issues that prevent me to recover my LastPass account.

First, I don't know how, but my LastPass Authenticator app has been reseted. When I open it, there is no data, I can't see my list of apps with the associated code to validate my sign in... I have restored some apps thanks to the recovery codes, but LastPass is not one of them.

So far, this is quite a standard issue, so I followed the steps described in the "I lost my phone that has the LastPass MFA app, what should I do?" article from the HelpCenter.

That's where things start to become (somewhat) funny. Last Pass tells me that my Phone is answering, which is true since I receive a notification when I am trying to sign in, however the app throws me an authentication error when I try to validate it (or reject it for the matter). So, Last Pass tells me that my Phone responds and that I should contact my Admin, but I don't have any since my account is no longer a corporate one.

In sum:- I lost all my data onmy LastPass Authenticator probably due to a bug somewhere (I have an iPhone7 runing iOS 14.7.1 if that helps).- When I sign into LastPass, I receive an notification on my Authenticator app, but pressing the validate or reject button throws me an error.- LastPass tells to contact my administrator but I no longer have oneHope that someone will be able to help me with my issues and that I will be able to recover my account.Thanks in advance,

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Accepted answers

cyril.le-pottier

Quick update on my issue!

It has been fixed by the LastPass support team. Apparently, the Last Pass Authenticator app has some kind of issues when the notifications are mirrored to the Apple Watch. To prevent this issue to occur again, it is recommended to disable notification on the Apple Watch for the Authenticator app, it can be done from the Apple Watch app on your iDevice.

Thanks you@"RachelO"and the Support team.

All comments

rachael.orovets

Hi @User18,

Could you try restarting your device to see if you can then authenticate your login from the LastPass with the notification you receive?

cyril.le-pottier

Hello@"RachelO", thanks for the help.

However, it didn't fix my issue: I restarted my iPhone, signed into LastPass on my laptop, received a notification on my iPhone, validated the sign in, to finally get a native iPhone alert with the message "Authentication failed".

cyril.le-pottier

Message sent, thank you !

cyril.le-pottier

Up on this subject, I really need to access my Last Pass account!

It's very sad that we can no longer access the LastPass support team since my issue since to be caused by at least 2 bugs from the LastPass platform...

rachael.orovets

So that we can investigate and so that you don't post any private account information publicly, could you send me a private message with your LastPass account email address? 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.

cyril.le-pottier

Quick update on my issue!

It has been fixed by the LastPass support team. Apparently, the Last Pass Authenticator app has some kind of issues when the notifications are mirrored to the Apple Watch. To prevent this issue to occur again, it is recommended to disable notification on the Apple Watch for the Authenticator app, it can be done from the Apple Watch app on your iDevice.