"Request Help Logging in" is still not working 🔥

Question

Dear Support-Team,

as I' am not getting any response here. "Request Help Logging in" is not working I create a new ticket.

I hope this message finds you well again.

I am currently unable to use the “Request Help Logging in” form. Each time I attempt to submit the form by clicking “Save”, I receive the following error message:

Attempt to de-reference a null object

Class.RecordTypeIds: line 14, column 1

Class.CommunityCtrl.createCase: line 273, column 1

I have tested this across multiple browsers, in private/incognito mode, and on different devices, but the issue persists.

Could you kindly look into this and advise on a solution?

Thank you very much in advance for your support.

LastPass Support · Answer

@schuster1990​

I can confirm you have not logged in for several weeks, and thus do not have any saved recovery one-time-passwords available.

I suggest you try to revert to the last known password if you updated it in the last 30+ days and remember the old credentials.

If not, you may reset the entire vault (erase all entries) in order to create a new password and log in.

For various security reasons, we do not have the ability to force a password reset for any LastPass customer.

LastPass Support · Answer

Hi

Welcome to the LastPass Community. We understand that you cannot log in to your LastPass account. As of our records, we received failed login attempts due to incorrect master password.

You would need to attempt all the account recovery steps provided here: Recover your lost master password for LastPass

Keep in mind that you can try to remember your Master Password and try as many times as you wish. Be aware that LastPass won't lock your account, this means you could try Master Password combinations, eventually every 8 failed login attempts, you will see a message saying that "your account has been temporarily suspended" the account will require to wait some minutes for the next attempt.

If recovery fails, and you don't recall your master password, you will need you to reset your account.

This will delete all the contents within your account, but it will allow you to continue using the same email address with LastPass and set up a new Master Password to log in.

For the reset process, please go to the following article and follow the outlined process.

https://support.lastpass.com/s/document-item?language=en_US&bundleId=lastpass&topicId=LastPass/reset-account-recovery.html&_LANG=enus

HildaC