I've spent countless hours on this problem. I've discovered the "disable/enable" run-around to get the barcode prompt... I've even managed to get that barcode to appear on my new phone's screen, but that doesn't help when I need to scan it.
My issue is that when I get to the point where I can edit and activate Authenticator, my old phone (which I haven't had possession of for years) is still marked as the Primary ("The main method you will use to confirm your identity when logging in") and the Backup is my current phone.
I have deleted all Mobile Devices (and re-added my current phone), I have deleted everything remotely related to the old phone from Trusted Devices. Nowhere in Account Settings is there any reference to the old phone. Yet when I click Edit below it, there's no option to remove it. When I click Edit below my current phone, there's no option to make it the Primary. When I get to the barcode view the Edit button for the old phone, the new phone scans it but reports an error "An unexpected error has occurred (com.logmein.lpa.errors / -1)."
So what the heck does one have to do to switch phones when they no longer have the old one?! The is beyond some "because security" nonsense.
This is the WORST user experience ever... Aside from the time I had a personal LP account linked to my work account and then something happened and it lost all of my passwords... If I didn't have to use this product for work, I'd never touch a LogMeIn product again.
If your phone number has changed or the mobile device you used for authentication is lost, since disabling LastPass Authenticator via email is not possible you would use SMS account recovery to log in, then disable Multifactor Authentication for the account entirely in Account Settings > Multifactor Options > Select the LastPass Authenticator > change the Enabled dropdown field to No > Save. You can then re-enable Multifactor Authentication and re-enabled/set up the LastPass Authenticator. You can also restore from a backup of the LastPass Authenticator, if cloud backups were enabled on the old device.
@RachelO, thanks for the reply... However, please read my entire message again. I have already gone through those steps 3 times. And it's "Account Settings > Multifactor Options" not "Account Options > Multifactor Options." There was no backup created by the original device.
The only detail I didn't mention is that I'm also an admin for the company, so I have access to the Admin Console.
Somewhere, there has to be a way to completely reset this garbage without deleting the account.
Thanks for the additional information. If you have followed the steps to disable/remove multifactor authentication and see any errors or the process doesn't complete as expected when trying to disable or re-enable an authentication option as you described in your post, we would definitely recommend reaching out to our support team directly to resolve this issue. If you are the admin of an Enterprise account, you can access our Enterprise support number through your LastPass Admin Console > Support or request a callback by scrolling down and clicking "Contact Support" on this page and entering your Enterprise account info and you should then be given the option to receive a callback usually within less than 5 minutes: https://support.logmeininc.com/lastpass/help/how-do-i-contact-customer-support-for-lastpass-lp010121