I am locked out of my accounts, what should I do? 

If you are a first time user that hasn’t yet installed the LastPass MFA app, here are the instructions to download and install the app on iPhone or Android.
If you forgot your pattern, then you should reinstall and reset your LastPass MFA app. Contact your admin or use the self-service option to receive a new activation email.
If you forgot your login email, please contact your admin.
If you got a notification that your Location Services are off and you are unable to use the LastPass MFA app to log into your accounts, then follow these instructions to turn on Location Services for iPhone or Android. 

I lost my phone, what should I do? 

LastPass MFA offers a self-service option to lock your old phone and activate a new phone. Open the “identity.lastpass.com” page and click on “Have trouble logging in?”. Next, click on “My phone is lost or stolen.” You have the option to send yourself a new activation email. Your old phone will be immediately locked as soon as you activate your new phone. Alternatively, your admin can disconnect the LastPass account associated on your phone. Please keep in mind that your account is still hack-proof because it is only accessible through your biometrics. 

I can’t find my activation email, what should I do? 

Please contact your admin to receive an activation email. You can also request a new activation email by clicking on “Have trouble logging in?” on your login page. 

Can I reset my biometric? 

Yes, if you are already signed into the app, click on the setting icon on the top right corner of your LastPass app, you have the option to “Set Up Authentication Methods” or “Reset” all your biometric information. You can also change your primary method of authentication by dragging that method to the top of the list. 
If you can’t access your app, you will need to reset your app. 

 How do I set up and enable fingerprint on my phone? 

iPhone users:
Please follow Apple’s instructions to set up Touch ID.

Android users:
Please launch the Settings app > Personal tab > Lock screen and security > Fingerprints.
First-time users will immediately be prompted to scan a fingerprint 

How do I set up and enable face recognition on my phone? 

You have the option to use LastPass face authentication or use FaceID / Android face recognition.
Please follow Apple’s instructions to set up Face ID.

Android users:
Please launch the Settings app > Security > Smart Lock > Trusted Face and follow the instructions. 

My phone is not equipped with fingerprint reader, what should I do? 

You have the option to use an alternative method of authentication such as face, voice, or pattern to log into your accounts.

Note: For the initial launch of LastPass MFA, the biometric factors supported will include FaceID, fingerprint, and pattern. Additional biometric factors will be supported soon.

My phone battery is empty, how can I log into my account? 

Click on “Have trouble logging in?” on the login page and select “My phone is temporarily unavailable” option. You can also contact your admin, and they will offer you limited time access to your Launchpad until your phone is ready to use again. 

I have a new phone, what should I do? 

Download the LastPass MFA app on your new phone. Go to your login page and click on “Have trouble logging in?” on the login page and select “I have a new phone” and “Send me a new activation email”. Register your new phone using the new activation email. 

I left my phone at home; how can I log into my account? 

Click on “Have trouble logging in?” on the login page and select “My phone is temporarily unavailable” option or contact your admin for temporary access to your account. 

Which biometric authentication methods are available on the LastPass MFA app? 

You have the option to use face, voice, fingerprint, or pattern as your main method of authentication.

Note: For the initial launch of LastPass MFA, the biometric factors supported will include FaceID, fingerprint, and pattern. Additional biometric factors will be supported soon.

How do I reset the LastPass MFA app? 

Click on the setting icon on the top right corner of your LastPass app, select “Reset” to delete all the information on your LastPass app including your biometric.