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bb41
New Contributor

How to disassociate an account from a past Families account?

A few months ago, I tried to set up a LP Families account on my wife's android devices.   The purpose was to create a "light" version (no bank account or investment PWs) of our main account so that she could have access to the main websites she uses on her tablet and phone.  I had beaucoup difficulties, so discontinued the Families account.  This left her with a free account... I guess.  I tried accessing her account today on her phone (with permission, of course), but it is looking for the authenticator key we use on our main account.  I'm wondering if there is still some association in the background that is causing this.  How can I set her up so that her free LP account is entirely independent of our main account?

4 REPLIES 4
RachelO
LogMeIn Contributor

Re: Wife's Free Acct

Hello,

 

Do you know if you had removed your wife from the Families account? Could you try accessing the LastPass account which was previously the Families Account manager/owner and seeing if you can open the Family Console and remove her, or Delete the Families account (which should remove anyone left that may be associated with the old Families account?)

Here's how to Delete a Families account (near the bottom of this page) and in the same screenshot on this page you can see the button to "Open Family Console" which you may see: https://support.logmeininc.com/lastpass/help/leave-lastpass-families-lp070004




RachelO is a member of the LogMeIn Community Care Team.

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bb41
New Contributor

Re: Wife's Free Acct

Thank you for responding.  I followed all of the directions.  As the instructions describe, both me and my wife's accounts were (theoretically) separated an put onto "free" accounts.  I signed back up as a premium user in order to use a Yubikey in tandem with LP.  So here is where it gets interesting.  Using her tablet, I signed on to LP as her.  The "authenticate" field listed only Yubikey despite my having associated her account with Microsoft Authenticator.   Since we don't use Yubikeys with our mobile devices (the %c NFC doesn't fit properly), I deleted the Yubikey authentication.  Well, it actually deleted Yubikey authentication on my account.  (I re-enabled it, of course).  This tells me that there is something still connecting our accounts.  Please explain how this is and what I should do about it.  

RachelO
LogMeIn Contributor

Re: Wife's Free Acct

To further troubleshoot this issue, we will need some additional information. So that we can investigate and so that you don't post any private account information publicly, could you send me a private message with your and your wife's LastPass account email addresses? To send me a private message, please click my username to view my profile, then click the blue "Send a Message" button in the upper right.




RachelO is a member of the LogMeIn Community Care Team.

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bb41
New Contributor

Re: Wife's Free Acct

Spoiler
Hi Rachael.

You or someone at Logmein noted that the cross-link  might  have to do with using my wife's email address as a security  email and vice versa.   After I undid this linkage,  I still had to disable Yubikey authenication on hers which also disabled it on mine.  I had to then use my Microsoft Authenicator on my phone to get back into  my account (thank god I had  enabled a second authentication method!)  re-enable the Yubikeys.  I tested both accounts and we are finally totally unlinked.  

I appreciate of your and the team's support.  When I set up Families, I thought I was doing a good thing to use each other's email for security emails.   I discontinued Families  due  other problems I was having .  After our accounts were kicked to free accounts, I have since spent many, many hours trying to unlink them.   As I was waiting for Logmein's recent suggestion, I had researched  and was prepared to move over to Dashlane.  I would suggest that you write this up so that when other people use a security email option, they understand what they are doing.  

Bob