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new phone and no back up for authenticator app

thehawk777

I have tried everything and have not been able to connect the authenticator app to my Lastpass account. e.g disabled multifactor authentication, reinstalled app on mobile phone, reenable multifactor authentication etc. NOthing has worked.

On the mobile It asks to scan a barcode which I don't have or to enter manually Service, Account and Key. I don't know where to go from here. Would appreciate any help.

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thehawk777

I finally figured it out. I disabled multifactor authentication and then went through the steps to enable it as per this link:How to Enable and Set up LastPass 2FA Authentication - All Things How. The key point was as in pic below. Instead of "Set up mobile app" I think it said something like "Edit." That let to the qr code being visible and everything was straight forward.

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gordon1gilewis

Same problem was and i just аorgot about that... !

thehawk777

I finally figured it out. I disabled multifactor authentication and then went through the steps to enable it as per this link:How to Enable and Set up LastPass 2FA Authentication - All Things How. The key point was as in pic below. Instead of "Set up mobile app" I think it said something like "Edit." That let to the qr code being visible and everything was straight forward.

marleema

But what if you can't get into your lastpass. I am in a never ending loop and the app won't sms me or call me, I recently changed my phone number and I am pretty sure I have the right number in lastpass. Also, my mother's phone was stolen earlier this week so in a mad rush i gave her my old phone and bought a new one and since then have not been able to log back into my last pass. I need help so badly. I was able to open a case in a cached login on my computer, but now I can't login to see the case. I can't seem to create a new topic in community to get help. I tried identity.lastpass.com. I tried granting my husband emergency access and we waited 48 hours and this morning at 3am he had access, but it didn't work, he didn't have my folder in his vault. I reverted my pw, because somehow I managed to reset it when we were swapping my phone with my mom. and now I can get a little farther but MFA is setup and I can't restore it from backup because I can't get into lastpass. I think I may have hundreds of passwords in my account and I am very dismayed. They returned my mom's phone, so tat least the theives were helpful.

rachael.orovets

Hi @marleema,

I see that the support team emailed you on June 2 in regards to your support case with a request for some additional information so that they can help you get back in to your account. You do not need to log in to your LastPass account to respond to this ticket, as you can respond via email by replying to the email message the support team sent to your email address. If you are not able to log in to your email address, please go through the password reset process with your email provider so that you can gain access to your email account and respond to the email sent to you from the support team

marleema

Hello RachelO,

My issue is still unresolved. I have all the emails for each case I and my husband have opened. I was just about to take some very desperate measures to see if I could get support. I successfully log into my lastpass account then it tries to authenticate me via MFA, but as I explained, my mother's phone was stolen and in a very quick panic we set my phone up for hers and now I have no MFA access. I have been locked out of my hundreds of passwords for 1 week now. I have opened the following cases, and as my husband is on my family plan he has opened the cases below as well. We tried the emergency access, but that has not worked, 2 times now.

5/26 - Opened case ending in 17

On 5/27 they sent me steps to try and that did not work, I replied on 5/27 indicating that with no reply from support, I sent a reply on 5/29, no reply.