HELP FILE

I lost my phone that has passwordless login, what should I do?

    If your phone is lost or stolen, you can lock your old device and activate a new device so you can use passwordless login to access SSO apps and/or workstations.

    Fastpath: Are you trying to replace a device that was using passwordless login for your vault? View these instructions instead.
    Notice: Passwordless login for SSO apps and workstations requires an account with the LastPass Business + Advanced MFA add-on, whereas passwordless login for your vault is available for all account types and does not require activation.
    Before you begin: Download the LastPass Authenticator app on your new iOS or Android device.
    Activate passwordless login for your LastPass account on your new mobile device as follows:
    1. Go to https://identity.lastpass.com.
    2. Click Having trouble logging in?

      Passwordless login options

    3. Enter your email address for your LastPass account, then click Next.

      Troubleshooting: If you see a message, "Passwordless policy is not enabled" during sign-in, contact your LastPass Business admin to request that you be assigned to the SSO app or workstation so you can use passwordless login.

    4. Select My phone is lost or stolen > Send me a recovery email.

      Note: Your LastPass account is still protected because it is only accessible through your biometrics.

      Result: You are sent a passwordless login registration email to pair your LastPass account with your mobile device.

      Troubleshooting: If you encounter a message that states, "Please contact your LastPass administrator" then contact your LastPass admin for further assistance in sending you another activation email.

    5. Check your inbox for an email from LastPass.

      Warning: Before you proceed, please be aware that you will block access and delete all of your passwordless login data from your previous device when you click Start Registration within the email.

    6. When ready, click Start Registration.
    7. Select one of the following options:
      QR Code Scanner App Instructions
      LastPass Authenticator
      1. Open the LastPass Authenticator app.
      2. On your mobile device, tap Mobile Add icon in the bottom-right corner to add a new account.
      3. Using your mobile device's camera, scan the barcode/QR code displayed in your computer's web browser to pair your new mobile device.
      Note: Manually entering a secret key instead of a barcode/QR code is not supported when pairing your LastPass account.
      Preferred QR Code Scanner App (Android OS only)
      1. Open your preferred QR Code scanner app on your phone.
      2. Using your mobile device's camera, scan the barcode/QR code displayed in your computer's web browser.
        Note: Manually entering a secret key instead of a barcode/QR code is not supported when pairing your LastPass account.
      3. In the pop-up window, select LastPass Authenticator to complete the action.
      4. Select Add account in the pop-up window to pair your LastPass account.
    You have successfully activated passwordless login and paired your LastPass account with the LastPass Authenticator on your new mobile device.
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