Can't login to LastPass account

[nadeemughal]

Hello, 

I've login to LastPass account with 2FA authentication using the mobile authenticator app, but somehow I've lost the 2FA authentication code or I've invalid 2FA authentication code.

Because, when I login to LastPass account everything is seem to working and there is message appear saying you need to update the 2FA authentication by removing and adding the 2FA authentication again in the mobile authenticator app.

So, I've remove the 2FA from the mobile authentication app and add 2FA again in the mobile authentication app but when login again somehow it's not working.

But,  later when searching I've found that there is another app for authentication LastPass authentication maybe I've enable the 2FA for LastPass authentication and add the 2FA to other authentication app as it should be added to LastPass Authentication app. Now, I've 2FA authentication but it's not in the LastPass Authentication app and it's not working.

Also, when I try to disable the 2FA authentication it's not working as there's not option to send code using the email and when click on the send SMS code it's saying that the SMS code is send but there's no SMS received and when clicking on the Call option it's go back to login and saying 2FA authentication failed.

So, I've lockout from the account and I unable to contact the support as currently using Free plan

[HenryO_LP]

Hello @nadeemughal ,

My name is Henry and I am happy to assist with your inquiry, and appreciate you contacting LastPass Support!

I am sorry about the issues you are having with the authenticator app. If you need to have it disabled, please use the Contact Support link in the middle of this article. Enter your email address and you will receive email support by one of our support representatives. However, please note that email support can take a few hours for you to receive a response.

Please let me know if this worked or if further assistance is required. 

Thank you,

Henry | Customer Care

[nadeemughal]

Thanks for reply Henry. I've submit the email address in the link which provided in the article but haven't received any response yet. I've submit the email on yesterday. Also, they've said if the SMS recovery is not setup previously then the case will be addressed, but I've set up the SMS recovery but it's not working when clicking on the Send SMS it's appear that SMS is send but there's no SMS received and the Call me is not working.

[nadeemughal]

It's appear something like this:

https://snipboard.io/irBPH6.jpg

[nadeemughal]

Maybe, I've added the phone number when signup and not set up for account recovery that's why there is no SMS is receiving when clicking on send SMS

[HenryO_LP]

Hello @nadeemughal ,

Sorry for the time it took to receive a response on your case. I see that one of my coworkers has sent you a response. Please answer the questions included on his email so we can disable the multifactor for you.

Please let me know if further assistance is required. 

Thank you,

Henry | Customer Care

[nadeemughal]

I've receive the response and answers the question which is asked in the question. When should expect for response on email?

[nadeemughal]

Any update?

[nadeemughal]

I've reply to the email and there's no response yet. When should expect a response from the support team?