My phone was stolen and Lost access to 2FA

[plonka2000]

Hello. My phone was stolen yesterday and lost access to my vault, considering that :

- I lost access to my 2FA app

- I lost access to the recovery phone number

- I'm not connected to this account anymore on any device.

But :

- I know my master password

- I have access to the email address

I have tried the wiki page "Contact Support" button but nobody is responding in a day!

CAN SOMEONE PLEASE HELP!

The account is : xxxxx@xxxxx.xxx

As it's a free account, I cannot open a support ticket to ask temporary disabling of the 2FA.

I need to retreive some important information stored in this vault.

What can I do ? Thx

[HenryO_LP · Accepted solution]

Hello @plonka2000 ,

My name is Henry and I am happy to assist with your inquiry, and appreciate you contacting LastPass Support!

I am sorry about the delay on our response. We are experiencing a high volume of requests for support and normally it takes around 24 to 48 hours for us to reach you. I have sent you an email with some questions to proceed with disabling the multifactor. Once you have replied to my email, please send me a private message here so I can give it priority.

Thank you,

Henry | Customer Care

[AdrielMora]

Hello. I changed my phone last week and lost access to my vault, considering that:

- I deleted access to my 2FA app

- I lost access to the recovery phone number

- I'm not connected to this account anymore on any device.

But :

- I know my master password

- I have access to the email address

I have tried the wiki page "Contact Support" button but nobody is responding in a day!

CAN SOMEONE PLEASE HELP!

The account is : xxxxx@xxxxx.xxx

It's a premium account, but I cannot open a support ticket to ask temporary disabling of the 2FA because I need to log in.

I need to retrieve some important information stored in this vault.

What can I do? Thx

[plonka2000]

@HenryO_LP I'm really hoping you can help me out, I'm absolutely stuck and still cannot take action on my stolen phone.

Having a real rough time right now.

[KarolH_LP]

Hi @plonka2000 ,

Thank you for posting!

I can see the cases have been submitted, please, our tech support team has reviewed them, they will follow up there. 

Thanks.

[KarolH_LP]

Hi @AdrielMora ,

Thank you for joining the Community.

I've reviewed your case too! It's been checked by our tech support team, they will follow up.

Thanks.