HELP FILE

I'm locked out of LastPass because I can't disable the LastPass Authenticator, what should I do?

If your LastPass account is enabled to use the LastPass Authenticator and you purchased a new mobile device or your old device was lost, you will need to disable multifactor authentication in order to access your LastPass Vault.

Since the LastPass Authenticator cannot be disabled via email, you can choose from the options below, depending on what has been set up for your LastPass account already.

Option #1: Use SMS account recovery

The fastest way to gain access to your Vault is to use SMS account recovery (if you had previously set it up) to reset your Master Password and gain access to your Vault so you can disable the LastPass Authenticator as your multifactor option.

Once disabled, you can choose to re-enable the LastPass Authenticator as your multifactor option once again.

Option #2: Contact Customer Care

If you did not previously set up SMS account recovery for your LastPass account, please contact LastPass Customer Care (by selecting a contact option at the bottom of this article) in order to get multifactor authentication temporarily disabled so you can log in to your LastPass account once again.

Once disabled, you can choose to re-enable the LastPass Authenticator as your multifactor option once again.

Important: If you choose to contact Customer Care by submitting a case using the form at the bottom of this article, your case submission must be strictly for the request of disabling the LastPass Authenticator for your LastPass account because SMS account recovery was not previously set up. All other queries or escalations sent to LastPass using this article's case submission form will not be addressed.