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Can't view support ticket to disable 2FA

dru.doyle

So I got distracted half-way through setting up 2FA, and lost access to my account. Tried getting an SMS code, it says "SMS Sent!" but I don't receive anything. Choosing "Call Me" just results in "Multifactor authentication failed". Go to Lastpass support site and there's an option to create a support ticket to disable 2FA. At first I thought that wasn't working either, because I never even received a confirmation email that my ticket had been created, but this morning I've finally got a response in my email, but Ineed to log in to LastPass to view it.

This is just... Unbelievable. I've been thinking about cancelling my Lastpass premium and going with a different password manager for a while, this might be the last straw. The fact that 2FA didn't automatically disable when I failed to complete the setup is bad enough, but this complete joke of a support process just blows my mind.

Is there anything I can do about this? Have I lost access to my account forever?

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dru.doyle

Hi AshC_LP

Thanks for getting back to me. Sorry I didn't see this until now; I don't think I got a notification. However since your reply was selected as the best answer three days ago, I've got six emails so far to let me know.

I never received any such email from support. And in any case, there really should be automated confirmation emails along the way to explain the process, rather than leaving your users thinking they've permanently lost access to their account. The number I called, by the way, was your Australian sales team on 1800 231 820, as that was the only number I was able to find anywhere on your website. I pretended to have a business account so I could be transferred to support, and fortunately got connected to someone who was kind enough to help. I don't know how long it would have taken me to access my account otherwise. Your adcopy makes it seem like support is readily available, but in reality you deliberately obfuscate the process and don't provide a contact number for paying customers.

Anyway, thanks for the advice, but between this and all the other issues I've had with Lastpass (plus the fact that you turned what was previously a free service into a subscription-based one, without giving it so much as a badly-needed facelift, just because it's what everyone else was doing), after 13 years of Lastpass, I'm out. Switched to OnePass 8 months ago, they gave me a whole year for free to convert, even though I only had one month of LP Premium left. The whole process was simple and painless, and I haven't had a single issue since. It's powerful but intuitive, and does everything you'd expect from a product you pay a monthly fee for. Lastpass on the other hand is full of bugs, the UI/UX is atrocious, and the support is non-existent. I can put up with that in a free product, but not a paid one. It can't compete with other subscription-based password managers at all. Lastpass really should have stayed free.

All comments

dru.doyle

PROBLEM SOLVED: I finally found a number I could call and get help over the phone.

LastPass Support

Hi@"Yersin"

I'm glad you were able to reach Customer Support to resolve the issue. I will review your case to ensure the resolution is valid for all users.

Regarding the support flow here, the LP MFA article you referenced is correct, however because there is a login requirement to view case details, these are created as 'email support' cases, which you should then receive a follow up via email with instructions and the ability to reply directly for any status updates.

Mark Nead

I'm currently having this exact issue. I cannot believe I'm being asked to login to support when my inability to login is why I need support! And the only other option they provide is a community forum? This is maddening.

dru.doyle

Hi AshC_LP

Thanks for getting back to me. Sorry I didn't see this until now; I don't think I got a notification. However since your reply was selected as the best answer three days ago, I've got six emails so far to let me know.

I never received any such email from support. And in any case, there really should be automated confirmation emails along the way to explain the process, rather than leaving your users thinking they've permanently lost access to their account. The number I called, by the way, was your Australian sales team on 1800 231 820, as that was the only number I was able to find anywhere on your website. I pretended to have a business account so I could be transferred to support, and fortunately got connected to someone who was kind enough to help. I don't know how long it would have taken me to access my account otherwise. Your adcopy makes it seem like support is readily available, but in reality you deliberately obfuscate the process and don't provide a contact number for paying customers.

Anyway, thanks for the advice, but between this and all the other issues I've had with Lastpass (plus the fact that you turned what was previously a free service into a subscription-based one, without giving it so much as a badly-needed facelift, just because it's what everyone else was doing), after 13 years of Lastpass, I'm out. Switched to OnePass 8 months ago, they gave me a whole year for free to convert, even though I only had one month of LP Premium left. The whole process was simple and painless, and I haven't had a single issue since. It's powerful but intuitive, and does everything you'd expect from a product you pay a monthly fee for. Lastpass on the other hand is full of bugs, the UI/UX is atrocious, and the support is non-existent. I can put up with that in a free product, but not a paid one. It can't compete with other subscription-based password managers at all. Lastpass really should have stayed free.