“Having Trouble Logging in” keeps contacting phone and not sending recovery email

[Ncaciagli]

Hi - I hope someone can help…

I switched phones due to a job change recently and didn’t realize my SMS recovery number was set to the corporate phone that I recently handed in. 

When I go to the “Trouble Logging In” page and ask for a recovery email to be sent I keep getting a message that my phone responded and I need to contact the admin.

anyway to get last pass to understand that the phone is truly inaccessible to me and really get a recovery email?

Thanks

Also any idea how long it will be to hear back from support? I use Last Pass for everything and my account is the master account for the whole family - if I don’t get it we need to migrate five people over to another product…..

[RachelO]

Hi @Ncaciagli,

I see that the LastPass Authenticator is enabled for your account. The LastPass Authenticator cannot be disabled via email. To access your account, you can use SMS account recovery to log in, then disable multifactor authentication for your device. If SMS recovery had not previously been set up or you cannot access the number that your SMS recovery is associated with, the LastPass Customer Care team will need to assist you further to help you regain access to your account. I see that the support team has received your incoming message (in case#15650642) and will respond to you via email as soon as possible with next steps.

[Ncaciagli]

I’m super frustrated- the only support message I got from last pass was that I was trying to use the wrong master password.

This is not the problem- the problem is the authentication! Does anyone know how to deal with this? The sms code is going to a phone number that no longer exists (I talked to my former company and they cancelled the number)

So I have my last pass master password and the email that last pass has but not the number that Authenticator uses - is it possible to get back into last pass with this?

Can anyone help or do I just need to scrap this whole product for me and my family and start somewhere else!

[RachelO]

Hi @Ncaciagli,

I reviewed your support ticket and it looks like this issue has been resolved, are you still experiencing this issue?