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OoerictoO
New Contributor

LP Authenticator times out, won't restore from backup

for a while now, LP authenticator runs the timer down on "time to respond".

SMS code works fine to log me in.

it also refuses to restore from backup. (related?) saying:

"Open LastPass and log in to restore Autheticator data".  but i AM logged in.

when i use the button to go to LastPass it says:

Select Account

Please log in to the account you want to use with LastPass Authenticator.

 

but i'm actually logged in, and have but one account

6 REPLIES 6
GlennD
LogMeIn Manager

Re: LP Authenticator times out, won't restore from backup

Hi @OoerictoO 

 

Please scroll down on this page and click Contact Support to request a call back from Support so they can investigate further: http://link.lastpass.com/community 

 

Glenn is a member of the LogMeIn Community Care Team.

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OoerictoO
New Contributor

Re: LP Authenticator times out, won't restore from backup

that's ridiculous.  i don't want to sit on the phone while you debug for me. 

 

what are some other options?

OoerictoO
New Contributor

Re: LP Authenticator times out, won't restore from backup

when you all turned off the ticketing system, i asked how to get support for my paid account.  i was told to use this community.  The complete lack of support and huge number of issues with the service (or our account?) has me looking at 1password.  e.g. my payment cards are now not syncing between devices. 

 

can someone please help with why account backup and MFA through authenticator is not working?

 

GlennD
LogMeIn Manager

Re: LP Authenticator times out, won't restore from backup

Hi @OoerictoO 

 

For something like this phone support is much faster than the old email ticketing system that we used offer, which is why I suggest it first for some posts.

 

Please answer these basic questions first:

  1. Are you using an Android or iOS device?
  2. Do you have the LastPass Password app installed and signed into your account?
  3. Is LastPass Authenticator enabled in your account as shown in this support article?
  4. Do you have LastPass Authenticator installed on more than one device?

In your initial post you mention restoring your Authenticator data from a cloud back up, but in your last post you mention issues syncing between devices, meaning you have it installed on more than one? 

 

 

Glenn is a member of the LogMeIn Community Care Team.

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

Re: LP Authenticator times out, won't restore from backup

Please answer these basic questions first:

  1. Are you using an Android or iOS device?

iOS and MacOS mostly.  authenticator is only installed in iOS

 

  1. Do you have the LastPass Password app installed and signed into your account?

yes

 

  1. Is LastPass Authenticator enabled in your account as shown in this support article?

yes.  this used to work very well.

 

  1. Do you have LastPass Authenticator installed on more than one device?

no

 

> In your initial post you mention restoring your Authenticator data from a cloud back up, but in your last post  you mention issues syncing between devices, meaning you have it installed on more than one? 

 

the syncing issues are with password data (payment cards), not with Authenticator data.

OoerictoO
New Contributor

Re: LP Authenticator times out, won't restore from backup

any updates to this? anything i can try?