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Unable to login

yousri.lachtar

Hi,

I'm not able to login to my account since yesterday because of an MFA issue. In fact, when I try to login using my email and master password, I'm asked to enter a MFA code using my Authenticator app and when I do that, a failed authentication message is shown again and again.

When I tried to deactivate the MFA, a message saying that a "policy group" is preventing MFA deactivation and that I need to contact an admin... I think my personal account has be linked somehow to a company account in the past but I left this company more than 2 years ago and there is no way to contact them.

Is there any way to deactivate the MFA authentication so I can recover my account?

Thanks.

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Accepted answers

karolpaola.hidalgo

Hello@"YousriLachtar",

Thank you for reaching to the Community!

I've tried to check the email address from your Community profile but it is linked to a LastPass account, please message me privately the email address of your LastPass account to review the configuration of your account.

Thanks!

All comments

yousri.lachtar

Thanks for you reply.

Sent you my email address in a private message.

karolpaola.hidalgo

Hello@"YousriLachtar",

Thank you for reaching to the Community!

I've tried to check the email address from your Community profile but it is linked to a LastPass account, please message me privately the email address of your LastPass account to review the configuration of your account.

Thanks!

daniel

Right... I might have skipped a couple of problem steps that led to that:

Tried to initially login and got a message: "Required action to login - For your security, re-stablish your multifactor authentication aplication".

It is AFTER that the the other loop started to happen.

I have Microsoft Authenticator as MFA application

LastPass Support

Hello @zz.beard

I'm sorry for the frustration this has caused, we understand that the access to your LastPass vault is important

Our account recovery process works differently from most other services. Here’s a simple explanation of how it works and what we can do to assist you:

Account Recovery Options:

Mobile Account Recovery: Available if you enabled account recovery in the mobile app.
Desktop Account Recovery: Available if you enabled account recovery in your browser.

Recovery Process:

When you enable account recovery, a recovery one-time password is automatically created and stored in the browser or app.
If you forget your master password, we send a verification code to your email or phone number. Once you enter this code correctly, the system checks for the recovery one-time password.
If the recovery one-time password is found, you can recover your account. If not, you will receive an error message.
It's important to note that we cannot reset your master password for you. The recovery process depends on whether account recovery was enabled and the recovery one-time password was stored.

Here's how to get help if you find yourself locked out, you must attempt all the account recovery steps provided here: Recover your lost master password for LastPass

Based on your account records, one of the attempts to access your account was successful. However, you needed to verify the login via email. Please check your inbox for a verification email and follow the instructions to complete the process and gain access to your account.

Keep in mind that you can try to remember your Master Password and try as many times as you wish. Be aware that LastPass won't lock your account, this means you could try Master Password combinations, eventually every 8 failed login attempts, you will see a message saying that "your account has been temporarily suspended" the account will require to wait some minutes for the next attempt.