Multifactor authentication failed loop

[misoMT]

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?

[AshC_LP]

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. 

[misoMT · Accepted solution]

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]

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]

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.