user unable to login due to ghost mfa setup

[TomaszLogicalNZ]

I am in the process of setting up a new business vault.

I have a user who cannot login to their vault due to previously setting up a lastpass account many years ago. He no longer has the google authenticator app for lastpass. When trying to disable Google authenticator with the email he gets the following message. 

"This multifactor authentication service is not enabled for your account: Google Authenticator."

Unsure on where to open a support ticket to get this resolved

[AshC]

Hi @TomaszLogicalNZ 

In this case, I would suggest this user go through the account reset option:  https://support.lastpass.com/help/reset-your-lastpass-account-lp010066 

[TomaszLogicalNZ]

Hi @AshC 

Have been through that process twice. It only changes the password. The google Authenticator prompt still comes up and trying to disable it via the prompt to enter the code results in the same message.