Locked out of main account - phone non-repairable (no spare parts) & SMS fails - Need MFA disabled

Question

Hi moderators,

I am completely locked out of my primary LastPass account (peterehabshaker [at] gmail [dot] com).

My phone stopped working and was sent for maintenance, but I was informed that the required spare parts are unavailable in the market. As a result, the device cannot be repaired or accessed again, meaning I have permanently lost access to my Authenticator app on that phone.

When I try using SMS verification, the codes do not arrive. On top of that, the support pages keep redirecting me back to login, putting me in an endless loop because I cannot bypass MFA.

All I need from the support team is to disable Two-Factor Authentication (2FA/MFA) on my account so I can log back in.

I have full, active access to the primary email address linked to this account. I am completely ready to verify my identity or click any security/MFA reset links sent directly to that inbox.

Could a moderator please escalate this internally so the support team can help me disable MFA via my primary email?

Thank you!

Peter_User · Answer

Hi @Hilda_C ,

Thank you for creating the support case!

I submitted my reply yesterday with the completed, signed Account Verification Form and all requested technical details (Case ID: MA2K4IucIXC5jwgsY9vZRRM).

However, I haven't received any response or update yet. Could you please let me know what the next steps are or what I should do now?

Best regards,

Peter

Hilda · Answer

Hello @Peter_User

Thank you for reaching out in our Community.

I'm sorry to hear about the problem you had with your mobile phone, I know how difficult it can be not having access to your apps and important data. We can help you with your access by completing an account verification process with out Support Team. We will create a support Case to assist you further.

Best,