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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
GlennD
GoTo Manager

Hi @drogj

 

I have opened a case you also.

 

Glenn is a member of the GoTo Community Care Team.

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drogj
New Contributor

Thank you!

urbanfreak
New Contributor

Thanks for cleaning up for privacy, Glenn!!!
Former Member
Not applicable

i have same issue. can anyone help me?

 

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AshC
GoTo Moderator

Hi @Former Member,

After looking up your LastPass account I see successful import of data to your Vault.  If you encounter any new login problems though, please let us know. 

 

 


Ash is a member of the GoTo Community Care Team.

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calgor
New Contributor

I recently reset an old account I had and I am in this loop as well. I login and get...

 

"Enter a one-time passcode from your authenticator app."

 

then select...

 

"I've lost my Google Authenticator device"

 

After that I get the following...

 

"This multifactor authentication service is not enabled for your account: Google Authenticator."

 

No matter what I do, I can't login to the account. Even though I have done a full reset / delete of the vault. 

 

 

 

 

GlennD
GoTo Manager

Hi @calgor, welcome to the community.

 

Please follow the steps in this support article to delete the account, once that is done you will be able to sign up for a new account with the same email address and start fresh.

 

Glenn is a member of the GoTo Community Care Team.

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calgor
New Contributor

That did it! Thank you!
Bryce1
New Contributor

I am having the same issue. 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

AshC
GoTo Moderator

Hi @Bryce1 

Have you also tried the account deletion method outlined in the referenced support article? 

 


Ash is a member of the GoTo Community Care Team.

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