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Switched email address and still cannot login

esyh

I had to change my login email address and thought I did I everything right. I went ahead and disabled my 2FA first, then changed my email address.

Now when I go to login it is asking for my 2FA. When I type in my 2FA from the account, it says the 2FA is invalid.

What is the best route to go to fix this?

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Accepted answers

rachael.orovets

This LastPass account is linked to an account that is part of a LastPass Enterprise plan and the LastPass Enterprise admin has enabled a policy which applies theparent account MFA method to any linked personal accounts.

This looks to be an issue with the Google Authenticator for your linked Enterprise account, so that this can be resolved could you reach out to your LastPass Administrator (or your IT department) to let them know you're having this issue and to see if you can disable Google Authenticator for your Enterprise account, which should allow you to log in on your personal account, then re-enable Google Authenticator on your Enterprise account? If your LastPass Administrator would like help with this issue via phone they can access our Enterprise support number through their LastPass Admin Console > Support

All comments

rachael.orovets

Hi @esyh,

I see that Sesame is enabled on your account. Support for Sesame was removed from LastPass within the past couple years, could you try the steps here to disable Sesame on your account and try to log in again?https://lastpass.com/sesamedisable.php

esyh

That does not work. When I use the current email address I switched to, it says my password is invalid. When I use the original email, the page becomes unresponsive.

esyh

Rachel,

When I follow these steps, I get a "Incorrect master password. Try again." message.

esyh

Rachel,

Thanks for doing that, but still nothing. I am being asked for my 2FA device code, even though I disabled it when I switched my email address. When I enter the code, it says it's incorrect.

rachael.orovets

Thanks, I have tried disabling the Google Authenticator manually. Are you able to log in now, or are you still seeing the same error message?

rachael.orovets

I do see that the Google Authenticator is still active for this account, could you try disabling this from your account following these steps:https://support.logmeininc.com/lastpass/help/i-lost-my-phone-ndash-how-do-i-disable-multifactor-authentication-for-lastpass or do you not see that option when logging in?

esyh

YES!!! This worked!!! Thank you so much!!!

So just so I do this right, the correct process should be to enable 2FA on my personal account, then enable it on my enterprise account, correct?

rachael.orovets

Thanks for giving that a try. We've done a refresh on your account (you may get an email that Sesame was disabled as part of this refresh as well,) could you try logging in again to see if you can successfully log in?

esyh

I received an email that 2FA was disabled, but it is still asking for it.

I'm not sure why it wasn't disabled before I switched my email address. I went in and disabled it before hand for this reason. I received an email saying it was disabled before as well.

rachael.orovets

This LastPass account is linked to an account that is part of a LastPass Enterprise plan and the LastPass Enterprise admin has enabled a policy which applies theparent account MFA method to any linked personal accounts.

This looks to be an issue with the Google Authenticator for your linked Enterprise account, so that this can be resolved could you reach out to your LastPass Administrator (or your IT department) to let them know you're having this issue and to see if you can disable Google Authenticator for your Enterprise account, which should allow you to log in on your personal account, then re-enable Google Authenticator on your Enterprise account? If your LastPass Administrator would like help with this issue via phone they can access our Enterprise support number through their LastPass Admin Console > Support

rachael.orovets

With the policy that your LastPass Enterprise administrator has enabled, the method of two-factor authentication that is used for your business account will be automatically applied to your personal account. You shouldn't need to enable MFA on your personal account due to this policy.