Unable to reset MFA app

[imantzou]

Hi everybody!

I have MFA enabled. A week ago I tried to connected from a different IP and LastPass asked for logging in again. I put my master password, I got a notification at my phone, I clicked "Accept", and after that I got a pop-up window that said "ACTION REQUIRED FOR LOGIN (For your security reset your MFA app)".

I follow the instructions for reseting MFA, I am getting 6-digit code at my email, I put it in the empty white box and click the button "Verify code from email". Finally I get a pop-up that says "PAIR YOUR AUTHENTICATOR APP". After scanning the QR code, no verification button is facing up (in order to type there the 6-digit code from Google Authenticator), except a button that says "Skip for now" 😞

I have repeated the process dozens of times but nothing happened, with both browsers, mozilla and chrome.

PLS HELP, since I have everything worked (password, phone, notification system) but I cannot sign in!!! 

[HenryO_LP]

Hello @imantzou ,

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

I am sorry about the issues you are having with your account. If typing the code from your LastPass authenticator is not working, have you tried the option to send you an SMS instead? If none of them work, please use the "Request help logging in" link found on this article. You will receive an email with a link to answer some questions about your account, after you answer them please wait for one of our support representatives to contact you via email.

Please let me know if this worked or if further assistance is required. 

Thank you,

Henry | Customer Care

[imantzou]

Hello Henry. Thanks for helping me.

For your info I had done (before I sent my 1st msg) the procedure with the "Request help logging in" but nothing happened. I did it again now and waiting for the email in order to answer the questions.

Have a good day

[imantzou]

Henry hello again!

Since I did not get any email by following the procedure with the "Request help logging in" I am asking you for fusther help. Today I clicked on the "Request help logging in" button and got (as at previous times) the following:

Thank you for submitting your email. If it matches our records, you will receive an account verification email.

Any help?

Thanks.

[HenryO_LP]

Hello @imantzou ,

Please send me a private message with your account details to further assist you.

Thank you,

Henry | Customer Care

[imantzou]

When you say account details you mean username and password?

I.M.

[HenryO_LP]

Hello @imantzou ,

Only your email address. Please avoid providing your Master Password to anyone, including us.

Thank you,

Henry | Customer Care

[imantzou]

OK, understood. My email address is the following:

****************** 

Thank you.

[HenryO_LP]

Hello @imantzou ,

Thank you for the information. I have edited the email address out of your message for your security. I have sent you an email with a few questions. Please answer them as accurately as possible, if enough information is correct we can disable the multifactor from your account so you can manually reset the secret key of the authenticator app from inside the account settings.

Thank you,

Henry | Customer Care