How to move Authenticator to new phone

[kevin591]

Similar problem. New handset, same number. LP MFA app doesn't remember old settings (though possible I hadn't setup a backup option before moving handsets, so fair enough). But when I try to enrol new handset (which by the way took me 10 minutes to find instructions for on LP's help page. Kept getting foundation help pages about setting up LP on computer, setting up LP MFA on device. 'Enrol' is the the magic term that drills beyond this more basic stuff), using enrolment process, I did not get a barcode to scan. I'll keep working at this and will post answer when I find it.

[kevin591]

Update to last post with solution. First, clarification of one of steps in last post (from memory as my post sitting with moderator as I type). If you have a REPLACEMENT phone and are trying to RE-SET up the lastpass authenticator mfa app but struggling, 'Open My Vault' on your desktop machine, go to account settings>multifactor options and then disable your current LP Authenticator setup. Then re-enable. This will bring up the 3-step enrolment process. it essentially asks about the device, the phone number and then activate. The process tends to choose your old settings. This is where I tripped up in my most recent efforts before my last post. Remember to change the device. (I've moved from one version of the iphone to another, so I saw iphone as device and thought fine....but of course system was talking about my old iphone). So edit device/phone and then you get into process that allows you to scan barcode on website from ios or adroid device's LP MFA app. Straightforward from there.

[henryb81]

To move Authenticator new a new phone, the easiest way (for me) was to go into Lastpass "Account Settings" on your pc. Then Click at top "Multifactor Options". If you (probably) have "LastPass Authenticator" set to "Enabled" already (for another device (phone).... Click on Pencil icon to edit...then click on "Yes" to change to "No". Then click on Update. Enter your Master Password (Lastpass) and save. Then all you have to do is go back in and click edit again (the current state should be "Disabled". Change to "Enabled" and then it should be easy to generate a new barcode for you to scan with your Lastpass Authenticator App on you new device (phone). I hope this helps someone! 😉

[edmcnamee247]

Hello, Moderators!
Please help. I was using Lastpass with 2FA and using the Lastpass Authenticator. A few months ago, my wife and I got new phones (don't have the old ones anymore) and switched carriers. Now, log-in fails if I use the Lastpass Authenticator codes on my phone; and, when I ask for an SMS code, two codes are sent to my wife's phone--which isn't listed anywhere I can see as a trusted device. I loved Lastpass--until this. 😞
Again, please help.
Thanks.

[lh9999]

Well also followed instructions and all of the two-factor tokens are now gone. How to get them back????

[lh9999]

Nightmare. Will have to get rid of this shitty product....

[radysch]

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.

[RachelO]

Hello,

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.

[radysch]

@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.

[RachelO]

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