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Locked out of LastPass because I can't disable LastPass Authenticator

adam

Hi,

I am unable to log into my LastPass vault because I don't have access to my LastPass Authenticator. SMS recovery does not seem to work. I have clicked the link in the middle of this page to request Support to disable LastPass Authenticator but I have not received a reply. It's been four days now, and so I am considering cancelling my subscription. Please could you arrange for someone to respond?

Thanks,

Adam

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Accepted answers

LastPass Support

Hello @afdarcy,

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

I am sorry about the difficulties getting support. After you use the link on the article you provided, you should have received an email with a link to provide some details about your account. The case is not fully created until you have filled your information, can you please let me know if you did?

If after filling it in, you still don't receive support or you did not received it. Please send me a private message so we can proceed that way.

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

Thank you,
Henry | Customer Care

All comments

adam

Sorry, I forgot to link to the page I used to request Support assistance - it is:

https://support.lastpass.com/s/document-item?language=en_US&bundleId=lastpass&topicId=LastPass/LastPass_Authenticator_disable_lpa.html&_LANG=enus

LastPass Support

Hello @afdarcy,

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

I am sorry about the difficulties getting support. After you use the link on the article you provided, you should have received an email with a link to provide some details about your account. The case is not fully created until you have filled your information, can you please let me know if you did?

If after filling it in, you still don't receive support or you did not received it. Please send me a private message so we can proceed that way.

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

Thank you,
Henry | Customer Care

adam

Hi Henry,

I sent you a private message on this topic yesterday, but I'm not sure it went through.

I can confirm I did not receive any email after using the link on the article I provided. I have tried that several times and no response. I have checked my spam folder in case it was redirected there, but no emails have been received.

Thanks,

Adam

lz.rowley

I am having this same issue. I am a premium user. I got a new phone and now cannot log in to LastPass because I have no access to the LastPass authenticator and cannot disable it. I click the link noted by the previous user and enter my email but never get any "verification email" or response. Please help.

tarun8

Hi,

I have a similar issue. I have requested for support using the link on the page below but no one has contacted me yet.

Lastpass support

Issue: I have a premium Lastpass account. My account was MFA enabled using Lastpass Authenticator. When I try to login with my password, I get a notification from the authenticator on my phone to verify the login request but when I do that, I get a message saying that this account is not paired with this device. This was however working fine earlier. The issue started happening a day ago after it asked me to re-pair my device and because of some confusion and errors, I ended up deleting the account from the Lastpass Authenticator expecting to be able to re-pair it. I am not able to login using SMS or Call option as I don't get the SMS or the call on my phone although it does say that it has sent the SMS. I also get the message in the Lastpass browser extension that the Multifactor Authentication has failed.

Thanks and regards.

j.masj

Thanks for the reply. I am not a premium account holder. However, does not make sense to me that they would not support with disabling MFA for free accounts. Recovering access to account should not be based on purchase.

adam

Hi folks,

I would recommend you each make a new thread on the forum rather than commenting on this thread. This thread was marked as solved and so the support team may not be monitoring it.

It took a bit of back and forth but Support were able to disable my 2FA and restore access to my account. You will need to answer several questions to prove you are the owner of your account.

Best of luck,

Adam

lz.rowley

I finally found a support number to an actual live person. 866-890-6809. They will only help premium account holders.

j.masj

Hi,

I get the same issue as the other users here, as after entering my email address in the link here (https://support.lastpass.com/s/document-item?language=en_US&bundleId=lastpass&topicId=LastPass/FAQ_Account_Locked_Cant_Disable_MFA.html&_LANG=enus), I never receive said verification email, although I am 100% positive that I have used the right email associated with my account. Can you please help? Is there any other way I can contact support to help get this resolved?