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Can't log in: Not receiving emails to reset authenticator app

tejapris

Hello,

After trying to log in through either the website or browser extension, I get a message saying "It's time to reset your authenticator app." I followed the instructions and was supposed to receive a security code to my email (the support article here shows how this process should go), but I never got one. I tried this multiple times now from two different computers and never received any emails from LastPass (checked spam). Apparently it's now impossible to contact the company directly with a support issue, and I'm locked out of my account. What can I do?

Thank you!

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Accepted answers

karolpaola.hidalgo

Hello@"cscacheri",

I'm sorry for the inconvenience, this will vary depending your settings. Please, review the following too:

Check your security email address for any confirmations from LastPass, if you found one that's out of date, please attempt to log in again, and trigger a new verification email.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 clickingthe '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' buttonin the middle of this pagefor an email follow up.

Also, 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

sammylist1

Could your "Security email" be different from your account email?

Mine was, and I forgot to check my security email.

Christopher Scacheri

Same

Gooden Jennifer

I'm having the same problem. I know my password, but I can't log in, and I'm not receiving whatever email they are sending (checked all folders and spam). I cannot access any of my passwords, and there is no way to reach support. This is beyond frustrating.

formermember

I just wish someone from support would publish an alternative address that we can use to submit a support ticket without having to log in - which at the moment is being completely blocked by this stupid authenticator update thing.

What sort of service is being delivered to paying customers ?

formermember

I cant login either as it keeps telling me its sent the new authentication code to my email,

Surprise surprise, I can't login into my email without lastpass and there is no recovery

procedure in my email account.

All I need is for Last pass to cancel this authenticator update so I can get into my

email and then go through the updated procedure whilst my email account is open !

Support is abysmal - why on earth do we have to login to open a ticket to say you can't login !

Anyone managed to find a telephone number for support ?

Chuck

Pretty much same here.

Forced to reset my Google Authenticator. Scanned the QR code, filled in the generated MFA code, returned to Google Authenticator to remove old account to prevent confusion.

Looked up, nothing on my browser screen anymore. Figured it worked. Tried logging in, entered the code from the NEW Google Authenticator account, no dice.

Step 1: Requested reset mail to alternative email-address. Not receiving one (although I do get confirmation to my main email address that one has been sent). Now granted, it MIGHT be that I used an alternative email address that is no longer in service (I did quit one of my providers a few years back and yes it IS possible I didn't realise it was my LastPass alternate email at the time). So, that one would be on me. Or I am just not getting it because it's held up in spam, unwanted mail or whatever. Not too bad if you have only 1 mail address, but I have several, both private and business. And not knowing which alternate I used, it's a pretty hopeless search option.

Step 2: Try to get help. The only way to contact support is through ... you guessed it ... logging in. Which, clearly, I can't.

Step 3: Try to use an option from my IOS app to do the reset or figure out the alternate mail address. No such luck. While I can still access the mobile app, there is no (apparent) option to do so.

Current situation: Catch-22 doesn't begin to cover it.

Let's state the obvious:

* I know my master password

* I have a working mobile app with biometric (facial recognition)

* I know and have access to my main email address

I can't log in because my authenticator is not working (apparently the new account didn't activate properly.

I am in this situation in the first place because LastPass locked me out of my account to force me to reactivate my Google Authenticator

LastPass put me in this situation because THEY messed up and had their **bleep** penetrated by bad actors

LastPass has only 1!!! option in place to regenerate a new QR code for an Authenticator, namely through your alternate email

Finally, LastPass in all her wisdom has decided their is no way to contact support unless you are logged in, also no option to switch off Authenticator MFA from your mobile app. And the only reason I need support in the first place is because I can't log in to LastPass anymore.

If someone can explain this ridiculous situation to me, I'd be grateful.

The only true question I have left, is can I use my wife's LastPass to grant her access and then get into my account (in 48 hours) and do the reset thing and change my alternate email while I am at it?

Sorry for the rant but this is beyond disappointing. After all that is happened, I decided to give LastPass the benefit of the doubt and not join the hordes that have abandoned it. But now ... well ...

miguelc.general

Same issue here, locked out and Lastpass support is non-existent.

"The only way to contact support is through ... you guessed it ... logging in. Which, clearly, I can't"

This is insane,

fheinze

Same problem, pls help

Chuck

Well,

being the tenacious (sp?) *hole that I am, I kept chipping away at all my mailboxes and finally found the correct alternate mailbox (thank God it's not the one I tossed) and it had the necessary mail message in it.

Google Authenticator now disabled and I can go in and reset the bloody thing.

While I am pleased I can get in, I am all but pleased with the entire experience. I'd say get your act together LastPass if you want to have any (PAYING) customers left.

formermember

@acmeseed

There are a lot of alternatives out there, and it has become obvious to us that one of the most important features is good support communications. I'll be checking out some of the higher rated ones like 1Password and Dashlane but the killer will be bad support !

formermember

It would be really fantastic if someone from support would actually respond to our requests and let us know

how to proceed.

miguelc.general

Would you mind sharing which system you are moving to?

formermember

Been doing some research and found a gem that worked for me.

Take the computer/device completely of line, and using the Lastpass Browser extension, open Lastpass.

This gave me access to my vault (as long as you haven't changed your login details). It does say

that you have limited functionality in offline mode but it allowed me to wipe up the tears !

Easy job to export the vault and will be using a different system from this point onwards.

I could kick myself for not knowing this method.

Hope this helps just a little - but still doesn't address the lack of support response.

Magnus Gislason

Brilliant, this worked for me, thank alot Weeuzi

miguelc.general

BTW I "logged" in a request for support by sending an e-mail to the support address; the process did not even ask me what the issue was. This morning I received three e-mails with cryptic suggestions which have nothing to do with the issue. I am a technical support analyst for a software company, I should be able to read through the lines for technical feedback, but the stuff I got makes no sense. It almost seems as if they want me to reset the master password, which is not the issue.

I also called sales and asked to be transferred to tech support; I spoke with a very nice gentleman who told me he would send an e-mail with a link to disable MFA and then be able to get into my account. I have yet to receive the e-mail a this was two hours ago.

miguelc.general

It gets better, Laspass made a change that screwed up a lot of people, and one of their solutions is to reset the account which means you would lose everything.

10768i1362B3D7290EA502

karolpaola.hidalgo

Hello@"teainoctober"fheinze,

Welcome to the Community!

We are sorry you had a bad experience while accessing the account; it looks like your case was already handled by Customer Support. If you receive a follow up email and your issue is not resolved, please reply directly back to the support email with additional details or the best time to reach you by phone.

For others who cannot log in due to MFA failures,this Support Articlewill allow you to create an email case for follow up. Click the 'Contact' buttonin the middle of that articleif none of the troubleshooting steps are successful.

Thank you.

karolpaola.hidalgo

Hello@"cscacheri",

I'm sorry for the inconvenience, this will vary depending your settings. Please, review the following too:

Check your security email address for any confirmations from LastPass, if you found 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 clickingthe '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' buttonin the middle of this pagefor an email follow up.

Also, 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?