Multifactor Authentication Problem

[-andrew-]

I was reinstalling LastPass using the Windows installer and received the following error message when trying to login:

"Sorry, a critical internal error occurred.

For assistance, please send a screenshot of this error to support@lastpass.com

LoginAccountAck rc=Multifactor authentication failed!"

I tried sending a screenshot, as instructed, only to discover that the email address is no longer monitored.

Is someone able help me resolve my login problem?

[RachelO]

Hi @-andrew-,

Could you try deleting any current LastPass programs/apps you have installed, then install from here? https://lastpass.com/download/ If you're looking for the LastPass for Windows Desktop app, this can be installed by downloading the LastPass Universal Windows Installer

[-andrew-]

I have tried reinstalling on two different computers and the problem persists. I have also tried installing LastPass in a Windows Sandbox on Firefox, Chrome and Edge browsers and still get the same error message.

 

[RachelO]

Hi @-andrew-,

It looks like your main method of authentication is failing/causing this error, which authentication method is your default method? We do see that your account has alternate multifactor options enabled, could you try logging in with the a different MFA method to see if you can then log in? You should see the option to use additional multifactor options per this screenshot: 

[-andrew-]

The authentication error occurs when I enter my Email Address and Master Password. This is before I get the chance to use any of my multifactor authentication options.

My default method is Yubikey. It sounds like this is causing an error that stops me from using any of my other options. I have the Lastpass Authenticator App installed on an old phone that I haven't used in a long time. If you can make this the default hopefully that will allow me to log in.

[zhaymes]

I'm literally having the exact same problem. I disabled MFA a few weeks ago and now this happens when I try to sign in. I actually had to create a second account to even post this.

[GlennD · Accepted solution]

Hi @-andrew- 

Thank you for that last bit of information, I think I might have identified your issue. The use of YubiKey for authentication requires a paid plan and your Premium plan is currently expired. I have re-enabled Premium on your account temporarily so you should be able to sign in now and change your authentication method or purchase a new Premium plan. 

[-andrew-]

This problem has now been resolved. I managed to login and change my default authentication method. I then logged out and was able to use my other authentication methods when logging in again.  

Thanks for your help.

[AndrewHH]

I have the same problem with my multifactor authentication.

I recently changed my Android phone and migrated all the apps across. I also had to change my phone number. I updated Lastpass with the new phone number.

I am now trying to log in to LastPass on my laptop:

1. I enter my username/email and master password.

2. I then enter my Authenticator 6 digit key but it does not work. (I have tred both Microsoft Authenticator with my LastPass account and the LastPAss Authenticator apps)

3. I then request a SMS but do not received it.

Please help as there appears to be no way to get the multifactor authentication to work.

[RachelO]

Hi @AndrewHH,

I see that you only have LastPass Authenticator enabled for your account, not Microsoft authenticator so you will need to authenticate using the LastPass Authenticator app. Could you try restarting the device that your LastPass Authenticator app is on, then trying to log in to LastPass again to see if MFA works as it should?