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diego3
New Contributor

Google Authenticator request loop

I haven't used LogMeIn for a long time. I order to start using again I had to reset my account. That's fine. 

I created a new password. 

But when I try to log in, it keeps asking me for my Google Auth passcode, which I don't have anymore. Hence I click "Lost my google auth device". 

For my surprise, the next screen says: "This multifactor authentication service is not enabled for your account: Google Authenticator."

Dead end. 

Loop. 

If this service is not enabled for my account, then WTH it keeps asking me when I try to log in?!!!

 

Could anyone pls help me?

41 REPLIES 41
NickSab
Active Contributor

For anyone else with this issue, my issue was that my email was associated with a prior employer - my account was tied to a business account. I had to contact my old employer and get IT to remove me. Once they did that, I was able to get back into my account.
Sharing in case that helps anyone else.

GlennD
GoTo Manager

Thank you @NickSab 

 

Glenn is a member of the GoTo Community Care Team.

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AdiBalas
New Contributor

Hello

 

I created a new password. 

But when I try to log in, it keeps asking me for my Google Auth passcode, which I don't have anymore. Hence I click "Lost my google auth device". 

For my surprise, the next screen says: "This multifactor authentication service is not enabled for your account: Google Authenticator."

Dead end. 

Loop. 

If this service is not enabled for my account, then WTH it keeps asking me when I try to log in?!!!

 

Could anyone pls help me?

GlennD
GoTo Manager

Hi @AdiBalas,

 

I have opened a support ticket for you to have Google Authentication disabled from our side.

 

Glenn is a member of the GoTo Community Care Team.

Was your question answered? Please mark it as an Accepted Solution.
Was a post helpful or informative? Give it a Kudo!
AdiBalas
New Contributor

Thanks for Help,  i hope will be OK

ericjo8585
New Contributor

I'm having the same issue with my account. I'm prompted to enter an authenticator code even though I just reset my lastpass account. When I try to disable I get the following message:

This multifactor authentication service is not enabled for your account: Google Authenticator
urbanfreak
New Contributor

I too have this exact problem. Can you fix my account, as well? (email removed for privacy - GlennD)

urbanfreak
New Contributor

I haven't used LogMeIn for a long time. In order to start using again I had to reset my account, since I had forgotten my master password. I created a new password. But when I try to log in, it keeps asking me for my Google Auth passcode, which I don't have anymore. Hence I click "Lost my google auth device".
For my surprise, the next screen says: "This multifactor authentication service is not enabled for your account: Google Authenticator."
Dead end.
Loop.
If this service is not enabled for my account, then Why does it keep asking me when I try to log in?!!!

Could anyone pls help me?
GlennD
GoTo Manager

Hi @urbanfreak, welcome to the community.

 

I have created a support ticket for you.

 

Glenn is a member of the GoTo Community Care Team.

Was your question answered? Please mark it as an Accepted Solution.
Was a post helpful or informative? Give it a Kudo!
drogj
New Contributor

Hi @GlennD,

 

I have the exact same issue: my account was linked to a company account in 2019, which was disabled a month later. Now, my company (same company but probably new account) tries to invite me but I can't login to my account since it asks for Google Authentication which I cannot disable ("Lost my google auth device" page says "This multifactor authentication service is not enabled for your account: Google Authenticator").

 

Thank you.