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Authenticator Reset

Douglas Smith

I'm being forced to reset my authenticator. I'm getting sent a password to reset it. However, I need LastPass to open my email. How in the world is being forced on me for the first time in years of use with no warning? I do not want this security measure.

I finally used my wife's login to get to my email account, reset my authenticator - Which is Authy btw - does not work the same as Google, and I still am getting the message I need to reset it. I'm completely locked out of every account with no way to fix it!

I stuck with you guys after the breach, but once I get in, I'm finding a new password manager as this is ridiculous.

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Accepted answers

LastPass Support

Hi, everyone.

First, I'd like to apologize if you experienced any difficulty after the forced logout + MFA resync event. While this event was necessary for LastPass security upgrades, and all users were sent an email notification in advance, there may be a few issues to be aware of.

The individual cases may vary depending upon your environment, including the following:

Please check your security email address for any confirmations from LastPass, trying to confirm your IP address or new device. If you find one that's out of date, please attempt to log in again, and trigger a new verification email.
If you're locked out of LastPass because you don't remember your account password, you may create a case for Customer Support by clicking the 'Contact' button in the middle of this page.
If you're locked out because you cannot re-sync MFA, you may create a case by clicking the 'Contact' button in the middle of this page for an email follow up.

if you're still experiencing MFA - reset difficulty, please outline the following:

What authenticator(s) did you reset?

After the successful reset, what kind of MFA method did you try to log in with?

Have you been prompted to verify your new location on your next login attempt after the successful reset?

Have you checked your email for 'verify your new location' on your next login attempt after the successful reset?

Thank you.

All comments

LastPass Support

Hi, everyone.

First, I'd like to apologize if you experienced any difficulty after the forced logout + MFA resync event. While this event was necessary for LastPass security upgrades, and all users were sent an email notification in advance, there may be a few issues to be aware of.

The individual cases may vary depending upon your environment, including the following:

Please check your security email address for any confirmations from LastPass, trying to confirm your IP address or new device. If you find one that's out of date, please attempt to log in again, and trigger a new verification email.
If you're locked out of LastPass because you don't remember your account password, you may create a case for Customer Support by clicking the 'Contact' button in the middle of this page.
If you're locked out because you cannot re-sync MFA, you may create a case by clicking the 'Contact' button in the middle of this page for an email follow up.

if you're still experiencing MFA - reset difficulty, please outline the following:

What authenticator(s) did you reset?

After the successful reset, what kind of MFA method did you try to log in with?

Have you been prompted to verify your new location on your next login attempt after the successful reset?

Have you checked your email for 'verify your new location' on your next login attempt after the successful reset?

Thank you.

Douglas Smith

Thanks for adding this! Hopefully it helps some folks.

However, my problem is I did all the requested resets and when I try to log into LastPass, it puts me back into the same process. I'm in an infinite loop of authenticator resets.

Douglas Smith

I tried reaching support on Twitter. Have not yet heard back (although their offices just opened 15 minutes ago). https://twitter.com/LastPassHelp I'm currently at work and am totally locked out of my clients' websites - so furious that I'm forced into a reset without retaining access in the process.

leifdavisson

@GlennD @BenceTimar @andrew735 @denis_ Does anyone Know what's going on? Why can't we login?

Magnus Gislason

Same issue here, reported it on last friday, still waiting for some solution. This is the fifth day I'm locked out, and it's getting a bit worrying ...

leifdavisson

Same. I also reset my password and Neither my old password nor my new password works.

Gary Santana

Same issue. I was prompted to reenter master password then forced to update MFA, which I did successfully, and now I'm not able to login at all.

I can't even open a support ticket because you need to log in in order to do so. What the hell is going on here??? I don't have access to any of my info and no way to regain access.

We need help, LastPass!!!!

beiremb

Okay sorry for the false hope, mine might've been a different issue then with a similar process and symptoms. I hope you have your problems fixed asap!

Douglas Smith

Absolutely this - I cannot wrap my head around how a change like this was forced with little to no warning and no access while resetting. I woke up to work this morning and have spent time on calls all day with my clients having to apologize that I cannot log into their websites to work. This has cost me a significant amount of lost income and not how any sort of change with implications like this should have been implemented.

miguelalexanderdiaz

Hi, all. I was locked out for approximately 6 hours, and I managed to solve it. Before going through the solution steps, let me explain my situation since it can differ from yours.

This morning, a message that required me to reset my authenticator (I've as authentication services Google Authenticator and LastPass Authenticator) appeared. I went through the process, but something went wrong, and I couldn't access my account because none of the authentication services worked after this process.

So, how do I fix it?

Follow the documentation on how toRevert the previous Master Password (I didn't change my MP, but I was so desperate that I took the chance).
Once I went through that process, I tried again to login into my LastPass account, but for some reason,that triggered again the process of authenticator reset (the one that caused the problem in the first place).
I carefully followed each step to avoid messing up the whole process again.

Important: at each step review the email inbox for any required confirmation, (I have the theory that I skipped one of those emails, which damaged the whole process.

Magnus Gislason

I'm getting "check your email" stuff, but I don't get any email

leifdavisson

Same Issue. I am freaking out! I reset my password and got access to to my account thinking it was no big deal New password new Auth code. NOPE new password doesn't work. Security TRIAD my arse. confidentiality, integrity, AVAILABILITY!!!

leifdavisson

@SirLancelotI don't have the same issue. I am getting a bad password now after updating my MFA.

beiremb

I have the exact same issue and cannot log in anywhere! I first though I (or LastPass) was hacked but I'm relieved to find others with the same problem.

@AshC I clicked the contact button on the page you mentioned in another post but all it says after providing your email is "Your support request has been submitted. Our team will follow up with customers eligible for support through the email address associated with your LastPass account. For additional resources visit support.lastpass.com."

I have the free plan but if I am not 'eligible' for support for a problem that LastPass caused with their security update that locked me out of everything, rendering me unable to work, that's crazy! Please get back to me/us asap!

andrew.steel

@DarkOlive54Thanks for the tag. I forwarded this thread to the appropriate teams. Really sorry for the frustrations here.

fheinze

Hi, i do have exactly the same problem. After resetting my MFA i completely lost access to my Vault. MasterPW is not working and resetting as well as the reset eMail never gets delivered to me. Cannot contact my "Premium" Support as a Login is required. This is weird.

Douglas Smith

I also do not understand how this is marked 'resolved'. As the original poster, I still do not have access.

beiremb

Okay, I think I fixed it. I feel a bit stupid but I do want to share how here as it might help others. My problem was that -among the many LastPass emails I got in the process- I received one to confirm the new device/location. That was the second email I got after the security code and it came exactly around the time I couldn't log in and started stressing that I/LastPass was hacked. The last thing I wanted to do was give the hacker access to change everything! After I did just confirm the device, it let me log in with the MFA and now everything works as expected. So partly my bad but this is also just very bad communication from LastPass as a short email that notified me of the security upgrade ahead of time would've helped me understand what was about to happen. Hopefully this helps others.

Douglas Smith

removed while trying suggestions

leifdavisson

@AshC_LP

I found myself locked out of my account, wasting a large part of my morning trying to regain access. This situation was worsened by the fact that all block notices were erroneously directed to the security email address, but the user account address was displayed in the error. Not only did this cause needless inconvenience and frustration, but it also disrupted my productivity and workflow significantly.

Could you imagine the frustration of knowing there's a simple solution available, but having no means to access it? That was my reality today. The block notices had they been sent to the user account email address, or the error would have pointed to check the security address, would have expediently resolved the issue at hand, saving me time and unnecessary stress.

Moreover, the abrupt requirement to change/update my Multi-Factor Authentication (MFA) provider came as a surprise. A simple courtesy email notifying me of this imminent change would have been highly appreciated, granting me the time to prepare and adapt, rather than being forced to react in the midst of the issue.

While I understand that technical issues can occur, the lack of effective communication and the inconvenience caused have been extremely frustrating. I urge you to review your customer communication protocols and ensure that users are not left in the dark, especially when faced with such critical issues.

I am hopeful that my feedback will be taken into serious consideration, and that future users will not have to endure a similar ordeal. I believe in the potential of LastPass, and I trust that you will take the necessary actions to improve your services and restore the trust of your loyal users.

Thank you for your immediate attention to this matter.

leifdavisson

@AshC Can you help us out?

nello

LastPass is demanding that my brother reset his Google Authenticator app. (I don’t use MFA so it hasn’t been a problem for me personally.)

But in order to log into this support page, I was required to reset my password for logme.in

WHAT is going on!?!

Chestin Salisbury

I've been unable to access my LastPass account on my laptop for at least 3 weeks now and every time I try to login I get sent on a never-ending loop of resetting my 2FA.

I've submitted a comment when I "skip" resetting the multi-factor authentication, but I doubt it's going anywhere as I've done this at least 5 times and have yet to receive a response.

And I can't get any "Support" because I'm being required to log into my LP account, but again, I get sent on this continuous loop of resetting my 2FA.

🤬🤬🤬

HELP!!!!!!!

LastPass Support

Hello @chestins,

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 authenticator. When you log in on a computer, are you able to click on skip to access your vault? If so, can you please manually generate a new QR code for your authenticator app following the steps from this article?

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

Thank you,
Henry | Customer Care