LastPass: Account Recovery

LastPass: Account Recovery

Overview

In the event that you get a new phone, reset your phone, etc., you may encounter issues with your LastPass Authenticator app not working. 
Your recovery options include:
  1. Recovery Phone # 
  2. Cloud Backup (set up through the LastPass Authenticator app)
  3. IT Assistance

Reset Password 

If you are unable to get into your vault and need a password reset for LastPass, please contact IT. 

Recovery Phone #

When you initially set up your LastPass account, you should have set up a recovery phone number. Typically, this is your personal number or your Zoom phone number. 

Using the 6-digit code sent via SMS/text will allow you access to your vault if your LastPass Authenticator app isn't working

If you need to update this number at any time, simply open your LastPass vault  >  Account Settings  >  General: SMS Account Recovery  >  Update Phone.  It will prompt you to enter your Master Password before allowing you to update the phone number and verify it with a text. 



Resetting LastPass Authenticator

From Account Backup

Cloud backup instructions direct from LastPass Support 

ENABLE Cloud Backup for the LastPass Authenticator

With LastPass Authenticator’s Cloud Backup feature, you can back-up your multifactor accounts to LastPass (then restore from Cloud Backup to restore those accounts) in case you ever lose or upgrade your mobile device.

Note: If you are a LastPass Free user who uses the LastPass Authenticator for multifactor authentication (to protect your LastPass account), you can continue to use the authenticator's Cloud Backup and Restore features even if you have selected Computers as your active device type. Please note that in order to use these features you must have the LastPass Password Manager app installed on your mobile device and remain logged in (even if Mobile is not your selected device type).
Before you begin: Be sure you have done the following:
  • Installed the LastPass Authenticator (for iOS or Android)
  • Installed and logged in to the LastPass Password Manager (for iOS or Android)
  • Enabled the LastPass Authenticator app in your vault (instructions here)
To back up your data to LastPass and enable Cloud Backup for the LastPass Authenticator, do the following:
  1. Open the LastPass Authenticator app on your mobile device.
  2. Tap the Settings icon  in the toolbar.
  3. Toggle on the switch to enable the option Backup to LastPass.
  4. When prompted, tap Open LastPass to open the LastPass Password Manager app.
  5. To confirm your email address and create a backup, tap Use <LastPass account email address> account.
A confirmation message displays when backup is complete, and you have successfully enabled Cloud Backup for the LastPass Authenticator.
What to do next: Anytime you want to create a backup, tap the Settings icon  in the toolbar of the LastPass Authenticator app, then tap Backup Now.

RESTORE from Cloud Backup in the LastPass Authenticator

You can restore your multifactor accounts from a Cloud Backup you created in the LastPass Authenticator.

Note: If you are a LastPass Free user who uses the LastPass Authenticator for multifactor authentication (to protect your LastPass account), you can continue to use the authenticator's Cloud Backup and Restore features even if you have selected Computers as your active device type. Please note that in order to use these features you must have the LastPass Password Manager app installed on your mobile device and remain logged in (even if Mobile is not your selected device type).
Before you begin: Be sure you have done the following:
  • Installed and logged in to the LastPass Password Manager (for iOS or Android)
  • Installed the LastPass Authenticator (for iOS or Android)
  • Enabled the LastPass Authenticator app in your vault (instructions here)
  • Enabled Cloud Backup on your previous device (instructions here), which creates at least one backup
Note: Push notifications will be transferred to the device on which you restore your backup (as they can only be enabled on one mobile device at a time).
To restore your multifactor accounts from a Cloud Backup via the LastPass Authenticator, do the following:
Important: If you create a new back up to LastPass, the old back up is deleted and LastPass Support will not be able to recover the old back up data. Only one copy is kept at a time.
  1. Open the LastPass Authenticator app on your iOS or Android device.
  2. Tap Restore previous backup (iOS) or Restore from backup (Android).
  3. If prompted, tap Open LastPass to open the LastPass Password Manager app.
  4. To confirm your email address and restore from a backup, tap Use <LastPass account email address> account.
Your multifactor accounts are now displayed in the in the LastPass Authenticator app and have been restored.

With IT Assistance 

IT can help reset your LastPass Authenticator app if you can't use the Cloud Backup. Once we have temporarily bypassed the LastPass Authenticator app for your account,
  1. Go to your LastPass vault (using backup phone number to get in) 
  2. Open your Account Settings                                                                                                                       
  3. Multifactor Options > Edit
  4. Change Enabled from 'No' to Yes and select Update
  5. Confirm with your Master Password, 
  6. Under your Primary authentication method, select Edit                                
  7. Launch LastPass Authenticator on your phone and scan the QR code


You will be prompted to verify your new LastPass Authenticator app pairing by logging back into your vault. Once you are back in your vault, you are all set! 

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