Solved: Multifactor authentication failed loop

misoMT · ‎08-21-2023

When I logged in to my LastPass account today, it requested I reset my MFA. I did and since then I cannot log in to LastPass as a second after it asks me to enter my MFA code it fails and I am repeatedly getting message: Multifactor authentication failed.

Video of the issue:

https://youtu.be/I_FhL-egxwk

Can someone help me please?

misoMT · ‎08-25-2023

Hi,

First of all, I am wondering, why would you set your reply as an accepted solution following posting it. I would not set it as a solution.

I lost access to my LastPass Vault on Monday this week due to a bug in the product. On a login attempt, I entered my email address and master password, it was accepted and I was asked to enter a 2FA code. I have always had access to the Authenticator app with the code, however I was not able to enter it. The prompt to enter it showed for a second or less and then it disappeared with error message: "Multifactor authentication failed. Dismiss."

As a paid customer with premium subscription I was locked out from my account for 5 days!!!

Monday: I realised I couldn't contact the customer service without being able to log in. At least there is an option to leave my email address and I should be contacted by the support team. Immediately after facing the issue I left my email address to be contacted by the support team.
Tuesday: I got a first response from the support team on Tuesday midnight. I responded immediately on Tuesday morning with description of the issue. I got a response back after 9 hours (so far so good). However, the response was linking to a website where I could have disabled Google Authenticator 2FA. This didn't solve my issue as I was not using Google Authenticator, instead I was using Salesforce Authenticator. I would have assumed the Support Team should be able to find this out from my Account. Nevermind, I responded back with this clarification.
Wednesday: I got another response from the support team after 21 hours. They said to be able to disable Salesforce Authenticator on my Account, I need to provide answers to 6 questions to proof Account ownership. Fair enough. I responded and was hoping this would resolve my issue.
Thursday: No response from the support team.
Friday: More than 36 hours and still no response from the support team. I had to set up a fake email address to create a temporary LastPass account to be able to log in and request a call back from the support team. The call took good 30 minutes but they were finally able to disable the 2FA on my Account and I was finally able to re-gain access to my vault. After 5 days.

It ended up well, but this is not how customers paying for premium shall be treated!!!

View solution in original post

AshC_LP · ‎08-22-2023

Hi @misoMT

I apologize for the MFA re-sync issues there.

I will help create a case for you to temporarily disable MFA on your LastPass login flow (after confirming your ID via email). Alternatively, anyone else affected by this can create a case themselves by using the 'Contact' button in the middle of this MFA Lockout Article.

Ash is a member of the LastPass Community Care Team.

Was your question answered? Please mark it as an Accepted Solution.
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misoMT · ‎08-25-2023

Hi,

First of all, I am wondering, why would you set your reply as an accepted solution following posting it. I would not set it as a solution.

I lost access to my LastPass Vault on Monday this week due to a bug in the product. On a login attempt, I entered my email address and master password, it was accepted and I was asked to enter a 2FA code. I have always had access to the Authenticator app with the code, however I was not able to enter it. The prompt to enter it showed for a second or less and then it disappeared with error message: "Multifactor authentication failed. Dismiss."

As a paid customer with premium subscription I was locked out from my account for 5 days!!!

Monday: I realised I couldn't contact the customer service without being able to log in. At least there is an option to leave my email address and I should be contacted by the support team. Immediately after facing the issue I left my email address to be contacted by the support team.
Tuesday: I got a first response from the support team on Tuesday midnight. I responded immediately on Tuesday morning with description of the issue. I got a response back after 9 hours (so far so good). However, the response was linking to a website where I could have disabled Google Authenticator 2FA. This didn't solve my issue as I was not using Google Authenticator, instead I was using Salesforce Authenticator. I would have assumed the Support Team should be able to find this out from my Account. Nevermind, I responded back with this clarification.
Wednesday: I got another response from the support team after 21 hours. They said to be able to disable Salesforce Authenticator on my Account, I need to provide answers to 6 questions to proof Account ownership. Fair enough. I responded and was hoping this would resolve my issue.
Thursday: No response from the support team.
Friday: More than 36 hours and still no response from the support team. I had to set up a fake email address to create a temporary LastPass account to be able to log in and request a call back from the support team. The call took good 30 minutes but they were finally able to disable the 2FA on my Account and I was finally able to re-gain access to my vault. After 5 days.

It ended up well, but this is not how customers paying for premium shall be treated!!!

maddydeva · ‎09-16-2023

Few days ago I have received a notifications to reset setup the multifactor authentication which I did. But today I am not able to login into my account using Brave/Chrome extension and also using lastpass.com website. How to get this error removed and I can access my account again?

KarolH_LP · ‎09-19-2023

Hi @maddydeva ,

Thank you for sharing.

I've noticed your issue has been addressed in an additional post. We're marking this as read.

Thanks.

Karol is a member of the LastPass Community Care Team.

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

worriedSam · ‎10-03-2023

Hello,

I am experiencing the same issue with the Multifactor authentication. I use lastpass authenticator and Microsoft Authenticator and neither is working. I've also tried the SMS method, but no SMS is sent. I've also tried resetting the account, but the same issues occur.

There was also an IP verification that I accepted, but no progress in being able to log on.

Can you help me to resolved this please?

ptunison · ‎10-04-2023

Hello I am having the same problem. Your system forced me to setup a new MFA method, so I did yesterday 10/3/23

This morning I am not able to login, as the MFA window on our app opens/closes very quickly and I cannot enter a code.

ptunison · ‎10-04-2023

URGENT BUSINESS BLOCKER - Re: Multifactor authentication failed loop

Hello I am having the same problem. Your system forced me to setup a new MFA method, so I did yesterday 10/3/23

This morning I am not able to login, as the MFA window on our app opens/closes very quickly and I cannot enter a code.

jeff_delatorre · ‎11-07-2023

Please contact me as I have the same issue. Thanks!

Zhad · ‎12-04-2023

I have been stuck with the same issue for weeks. It’s been frustrating.
The MFA code doesn’t work , the SMS is never received. I cannot login for support and the link you mentioned to set a case is also giving an error.
Please , I need urgent support to get into my account. Can you help.