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Locked out of lastpass after Google Authenticator problem

martin.clark

Today when logging in to LastPass, it prompted me to reset my Google Authenticator integration. This process didn't work, and I ended up disabling Google Authenticator as a multifactor authentication service. I received an email from LastPass confirming that this had happened.

Now when I try to log in, it prompts me to "Please complete multifactor authentication on your phone or mobile device. No notification? Enter a one-time passcode from your authenticator app." Since I can't log in to get a code, this seems to be a Catch-22 situation. You need to log in to get a code so that you can log in....

The other option it offers me is to receive an SMS or call. Neither of these options work. Possibly the phone number stored in my LastPass profile is incorrect, I've never had ocassion to need it before.

There is no other option, so I am completely locked out. Also. since I can't log in, I can't contact LastPass support - another Catch-22.

Anyone have any suggestions?

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Accepted answers

Henry Eduardo Ortiz (3P)

Hello @MartinPClark,

Yes, email support takes more time than when calling. However, I do see that one of my coworkers already sent you an email with how to proceed on this case.

Please let me know if further assistance is required.

Thank you,
Henry | Customer Care

All comments

Henry Eduardo Ortiz (3P)

Hello @MartinPClark,

My name is Henry and I am happy to assist with your inquiry, and appreciate you contacting LastPass Support!

I am sorry about the issues you are having with your account. Our records show that besides the Google Authenticator, you also have LastPass authenticator enabled. If you need assistance with having it disabled, please use the contact customer support link found in the middle of this article to receive assistance via email.

Please let me know if this worked or if further assistance is required.

Thank you,
Henry | Customer Care

martin.clark

Thanks Henry. I don't remember enabling LastPass authenticator, but I guess I must have. I have the LastPass authenticator app on my phone but its not registered with anything and just shows the welcome screen. My phone was reset a year or so ago, so it may have been one of the apps that became disconnected then.

I have tried that link a couple of times now, but I'm not getting any response. Does it just take a while?

Henry Eduardo Ortiz (3P)

Hello @MartinPClark,

Yes, email support takes more time than when calling. However, I do see that one of my coworkers already sent you an email with how to proceed on this case.

Please let me know if further assistance is required.

Thank you,
Henry | Customer Care