Unable to login since password iteration upgrade--unable to get support because I can't login

[jojoleb]

MAJOR PROBLEMS IN A NUTSHELL

--authenticator app no longer works, since I was prompted to 'fix' it for the recent security update

--SMS and phone options for authentication do not work to get me in

--'lost cell phone' instructions do not work, as there is no longer an option for 'lost my authentication device'

--was able to place service ticket, but can't interact with it because--ironically--I would have to be able to log into my account to do so

--I have no way of contacting customer support without logging in, which--ironically-- makes it impossible to solve log in problems

--my fully paid account is now dead in the water without any ability to reach customer support....  

any advice would be appreciated

FULL STORY:
I was prompted to reset my LastPass Authenticator since there was a security upgrade.  After reauthenticating the authenticator, I can no longer log in, as the authenticator keeps failing.

I have tried SMS and phone call options to log in to no avail... the SMS does not reach me and I get no phone call.  About 12 months ago, I did change my cell phone, but I updated my profile with my new phone when I got it, so that should not be an issue and the new phone has been working just fine for the past year... that is, until I had to 'update' the authentication app.  What a pain.

I tried to follow the instructions here for a lost phone: https://support.lastpass.com/s/document-item?language=en_US&bundleId=lastpass&topicId=LastPass/lost-...

but this does not work, as there is no longer any option for 'lost my authenticator device,' so this is pretty much useless.

Ironically, you cannot actually get support from LastPass unless you can log in, so quite ironically at the time I need the most support, I am unable to log in and get the support.  I did hit a button on one of the help pages for support, but quite oddly there was no option to describe the problem.  I did get an email aknowledging that Last Pass received my request for support.  I now have a number and a link to check my support ticket....however, even more ironically, you need to log into your account to see any progress on your support ticket (and I assume discuss the problem with a tech so they can troubleshoot it).  Since I can't accsss the ticket, it is probably dead in the water.

I'm not really sure how to resolve the problem, but right now there seems to be no way out.  

If anyone has any idea of how to solve the problem, please tell me.

[KarolH_LP]

Hello @jojoleb ,

Sorry for the inconvenience the two-factor authentication update has caused. 

I've noticed you were able to create the support ticket twice, however, the multifactor was removed and re-enabled again.  Are you still experiencing issues with the access? 

Thanks.

[jojoleb]

I was eventually able to log in, but it was a fluke.  I was trying to use LastPass from work--authentication was a no  go.  When I got home, my laptop was still tied into the system from the night before and I was able to reset the authentication app.

I put in two tickets by mistake--I wasn't sure if the first one went in because I got no response.

There are some really important problems with the support system:

1) Support for a lockout takes too long.  Having access is very important.  If  you are locked out and can't get in, you need support quickly.  Not 24 hours later. 
2) Double that for a paid account (I have a paid account)
3) You can't view anything in your support system unless you can log into your account.  This is fine for most questions, but in the case of being locked out of your account it's basically a support nightmare.   You can hit the button for support, you get an email saying you submitted for support, but you can't see what is happening unless you can log into LastPass--so your out of luck if it's a log in problem

4) Options for a phone call or SMS did not work.  I don't know why, but no SMS was sent and no phone call was made.  

5) The options here (https://support.lastpass.com/s/document-item?language=en_US&bundleId=lastpass&topicId=LastPass/lost-...) for 'I lost my google authenticator device' was not an option for me

I'm not sure why everything failed for me, but it did.  The only thing that allowed me to get into my account was my home laptop stayed logged into LastPass.  For paid accounts you really need to have better service options--I enjoy this service and have not had any problems before with this,  but I'm really rethinking whether to switch  to a different password manager.  Support for customers really adds value.  I would take a more clunky app over a perfect one if the clunky one had excellent support and the slick one didn't. 

[KarolH_LP]

Hello @jojoleb,

I'm glad you were able to access with the home computer. I'm sorry for the inconvenience, I'll be taking your feedback regarding our support, we are striving to improve our product and services. 

Let me know if you need additional assistance.