Unable to login. Not receiving recovery emails. Check your inbox to verify it's you. # 02354435

Kenneth Soo

TLDR support case# 02354435

• I have the correct login details
• I have the correct master password.
• The only reason I cannot access my account is because I am not receiving the verification email from LastPass.
• At no point am I asked for my 2FA or for an alternative login method
• It is difficult to get support on this unless you can login.

This is a familiar story. Most of you have been on this journey.

1. I attempted to login to my account to update my payment details upon which I was asked to update my authenticator code. Unusual, but I complied.
2. I attempted to log back into my account only to be met with the infamous "To continue: check your inbox for an email from LastPass:..." window.

As most people on the community have described, there is NO "verification email" from LastPass.

1. I follow the link to the LastPass Support page and follow all the advice. Unsurprisingly, I cannot find a solution, so attempt to contact the LastPass Support team, only to discover that you need to LOGIN to raise a ticket.

1. I join the community support page to discover that I am not alone. ("Hello" friends!) This is not an isolated situation. Most problems seem to be solved when people check the "security email" address that they forgot that they had.
2. Surprisingly, a GoTo moderator (HenryO - Henry Eduardo) responds to the thread. I am grateful that there is an official response.

It is unnerving that Henry's response is nearly word for word the same as the response I get from ChatGPT - I am advised to check my security email address.

1. I login to my security email address. It took a few attempts because it has 20 characters.

I realize that what would be useful here is a program that where I can enter my logins and passwords - it can be encrypted and held in a secure server, and I can access it from any device in the world.

I check my primary email address and my security email address (please note, I have never received an email from LastPass at this security email address.... ever)

Nevertheless, there is no verifcation email from LastPass in my security email address.

1. I get another communication from HenryO informing me that if I don't receive the email, they "may need to assist you in a different way..... It is best to handle via email,.."

I get a link to a webpage. It is another LastPass FAQ page

It is not exactly my problem, but there is a special button on the page

It sends me to a page to enter my email address

1. A few hours later, my response:

At that point, I thought I’d better check…. Charles is now King, Harry lives with Meghan in the US, Joe is the POTUS, the Kremlin are still conducting a Special Military Operations in the Ukraine, France won the World Cup and Lewis Hamilton has at least 7 world championships.

No verification email either.

1. A few minutes later

1. The link led to this

1. Followed by this:

1. Followed by this

I feel like a character in a Joseph Heller novel!

1. So in conclusion:

• I have the correct login details
• I have the correct master password.
• The only reason I cannot access my account is because I am not receiving the verification email from LastPass.
• At no point am I asked for my 2FA or for an alternative login method
• It is difficult to get support on this unless you can login.

All I wanted to do was update my credit card details.

I must go. There is someone at my door asking if I’ve seen this woman.

Kenneth Soo

An update:

HenryO reached out to me by email.

This was resolved after answering some questions to verify my identity.

My IP address was added to the "whitelist" and I was able to log into my account again.

I am grateful for the assistance and am happy about the outcome.

Lessons from this encounter:

1. Assistance from a competent support staff member is invaluable.

• Either because of lack of resources, or by design, it is very difficult to access support directly.
• It is especially difficult to log a problem on the support page when you are unable to login.

2. Login issues comprise a significant proportion of the posts on the discussion page.

• A recurring issue are users either NOT being able to access their security email address or NOT receiving the verification email. Most of the problems are NOT related to forgotten Master passwords or problems with the Authenticator code used for 2FA.
• The workload on the support staff could be reduced if there is a better solution than using email verification to confirm legitimate IP addresses (why not just check if the IP address has been recently used or IMEI numbers from phones are consistent? Yes, these things can be bypassed, but not as easily as compromising an email address.)

I am still very grateful to Henry Eduardo for all his help.