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My phone was stolen and Lost access to 2FA

Kareem straker

Hello. My phone was stolen yesterday and lost access to my vault, considering that :

- I lost access to my 2FA app

- I lost access to the recovery phone number

- I'm not connected to this account anymore on any device.

But :

- I know my master password

- I have access to the email address

I have tried the wiki page "Contact Support" button but nobody is responding in a day!

CAN SOMEONE PLEASE HELP!

The account is : xxxxx@xxxxx.xxx

As it's a free account, I cannot open a support ticket to ask temporary disabling of the 2FA.

I need to retreive some important information stored in this vault.

What can I do ? Thx

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Accepted answers

LastPass Support

Hello @plonka2000,

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

I am sorry about the delay on our response. We are experiencing a high volume of requests for support and normally it takes around 24 to 48 hours for us to reach you. I have sent you an email with some questions to proceed with disabling the multifactor. Once you have replied to my email, please send me a private message here so I can give it priority.

Thank you,
Henry | Customer Care

All comments

adrielmora_

Hello. I changed my phone last week and lost access to my vault, considering that:

- I deleted access to my 2FA app

- I lost access to the recovery phone number

- I'm not connected to this account anymore on any device.

But :

- I know my master password

- I have access to the email address

I have tried the wiki page "Contact Support" button but nobody is responding in a day!

CAN SOMEONE PLEASE HELP!

The account is : xxxxx@xxxxx.xxx

It's a premium account, but I cannot open a support ticket to ask temporary disabling of the 2FA because I need to log in.

I need to retrieve some important information stored in this vault.

What can I do? Thx

LastPass Support

Hello @plonka2000,

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

I am sorry about the delay on our response. We are experiencing a high volume of requests for support and normally it takes around 24 to 48 hours for us to reach you. I have sent you an email with some questions to proceed with disabling the multifactor. Once you have replied to my email, please send me a private message here so I can give it priority.

Thank you,
Henry | Customer Care

Kareem straker

@HenryO_LPI'm really hoping you can help me out, I'm absolutely stuck and still cannot take action on my stolen phone.

Having a real rough time right now.

LastPass Support

Hi@"AdrielMora",

Thank you for joining the Community.

I've reviewed your case too! It's been checked by our tech support team, they will follow up.

Thanks.

LastPass Support

Hi @plonka2000,

Thank you for posting!

I can see the cases have been submitted, please, our tech support team has reviewed them, they will follow up there.

Thanks.

Dominik Blasenbauer

Hi,

I have the same issue as the first author of this thread has. I know my master password and have access to my mail address. I have a premium account, but cannot contact support directly, as I am not able to login.

Please help. Thanks in advance.

Dominik

Dominik Blasenbauer

Consider my case closed. Got help from one of the GoTo forum managers responsible for LastPass (AshC_LP) via private messaging. Have access to my vault again.

Cheers,

Dominik

mxmex32

Hello Karol. I also am having the same problem. Phone was stolen. Authenticator is locked and I am stuck with no access. Definitely could use your help. I know the account name and the password but last step is authenticator. Thanks in advance for the help.

Lou

LastPass Support

Hello @lopez32,

Please submit a support ticket through the"Request help logging in" link found on this article.

You will receive support via email within 24 hours.

Thank you,
Henry | Customer Care

nikoladppc

Hello @HenryO_LP

I have my login info, but I lost access to my email so I account verify new device (although it is not even a new device, I using the same device and the same browser, I only changed my IP because it is dynamic). I cannot contact the support through the link above, as it asks me for my LastPass email address, which I cannot access. Can you please help me?

LastPass Support

Hello @SrbAliEkspres,

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

I am sorry about the issue you are having with your account. Can you please send me a private message with the email address of your LastPass account?

Thank you,
Henry | Customer Care

nikoladppc

Hi @HenryO_LP

Sent

Justice Bower

This will not work for me. It says that my account doesnt exist when i put in the email. It is the same email I use to login

LastPass Support

Hello @Vortex,

Can you please try the "Request help logging in" link from this article one more time? You should be able to receive the follow up email now.

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

Thank you,
Henry | Customer Care