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Recover Account- SMS message - The link has expired or is invalid

sully957

I am trying to create a ROTP on the "Recover Account" page. When I enter my email and select "I'm not a robot" I get an SMS message right away. Then immediately after I enter the SMS message number I get:

"The link has expired or is invalid. Please generate a new link and try again."

Then after a couple of attempts I get the (expected) message:

You tried sending too many SMS messages. Please try again in a little while.

Can I talk to a live person to get this resolved? I need this fixed ASAP.

Thanks.

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Accepted answers

sully957

I TRIED TO GET HELP FOR OVER A WEEK. THEIR CUSTOMER SUPPORT IS THE WORST I HAVE SEEN. NO PHONE SUPPORT AT ALL.I HAVE DELETED MY ACCOUNT AND ADVISED EVERYONE IN THE OFFICE TO DELETE THEIR ACCOUNTS.i AM SO DONE WITH LASTPASS!!!!

All comments

sully957

You state "...the only way to contact support is to first log in to my account..." That is the problem, I can't log in.

r.salatiello

Same here. Locked out and no help from support. This is happening for many people but they just seem don’t care

jonathanploomis

I'm getting this same error trying to perform a regular account password recovery and the only way to contact support is to first log in to my account which I need to reset the password for. Thanks LastPass.

Elizabeth Hauswirth

I'm having the same issue. Have been locked out for a few days now. I'm (very slowly) talking to someone on Twitter@Lastpasshelp

Not sure if it will help but it's taken me over 3 hours to even find out this was an option.

sully957

I can't believe this has been so difficult. I have been down all day. If I can't get this resolved today I will have to delete my account and go with a different PWD manager that has customer support.

Mike Hepp

To add insult to injury reads article on how to request one time recovery. "select contact us ,then email us" no option exists SMH.

about ready just to call a lawyer to get them to stop billing me since I have to prove I talked to someone that refused to stop billing me to get my bank to decline charges.... sigh time for a new bank too

sully957

I have waited over 12 hours. I tried again this morning to use ROTP and got the same message: "You tried sending too many SMS messages. Please try again in a little while."

What is the definition of "..a little while"?

It seems to me your system is broken.

... or possibly they are going out of business.

I guess it is time to start over with a new PWD company.

eenzmann

Same problem and no one at Lastpass seems to know about this. I am locked out of my account and my only recouse will be to reset ALL 200+ passwords I had stored. I've been using LastPass since 2012. WTF happened?

stan.b

I have the same issue. I forgot my Master password. I go through the recovery flow. I get an SMS. I enter the code right away and get "The link has expired or is invalid. Please generate a new link and try again."

What can I do?

isaacingleby

Same problem, I know for sure the browser has been used before with LastPass but now all of a sudden the link isn't working

sully957

I TRIED TO GET HELP FOR OVER A WEEK. THEIR CUSTOMER SUPPORT IS THE WORST I HAVE SEEN. NO PHONE SUPPORT AT ALL.I HAVE DELETED MY ACCOUNT AND ADVISED EVERYONE IN THE OFFICE TO DELETE THEIR ACCOUNTS.i AM SO DONE WITH LASTPASS!!!!

Charles Savage

I can't recover my password either. Using the sms link returns the same message until I used up all my attempts. What good will it do to "try again in a little while"? What a mess - all because I started out this morning changing my master password for better security. Ha! I guess the joke's on me! Like many others it looks like it's time to move on from Last Pass since they can't even adequately support their premium users like me.

stan.b

The saga continues. As a paid customer, I was able to open a ticket via a third person. I got an email from LastPass Support yesterday with a response to my ticket and hopefully with a solution to my problem. Guess what? In order to see the response on that link, I need to log in with my master password... If I knew my master password, I would have never contacted LastPass support. Speechless.

Sarah Chilcote

Same!

migas.csi

Same here!!

LastTuesday I was on the phone with a lastpass coworker from supportone hour, and nothingworked!

The person from lastpass that was at the phone with me contacted the technicalteam and they said something about a problem with a token.. i don't know what it is.Meanwhile i did so many attemptswith the SMS recover that i was locked out till days ago... they told meto reach out support again if after the sms lock out the recover continued to fail... HOW??? I can't login to ask for support!!..

Knut Ivar Solhjem

I have until now been very pleased with Lastpass, but that is until I needed support. It is the most ridiculous support I have EVER contacted. But, I'm not able to contact support until I have logged in. How can anybody create such a supportsolution?

Fact: If you get trouble logging in to Lastpass and recovery solution fails, you are not able to contact support BEFORE YOU LOG IN!

Who can even THINK about such a solution for this kind of product? They must be utterly stupid

migas.csi

I had to quit... until today i don't have any resolution from them. Right now i just want to reset my account and not even that they do to me!

I'm working with 1Password now, and it's been amazing.

But i know your problem, you have all the passwords stored in lastpass. I had the same problem and i was able to recover practically all my passwords. Maybe you can to.. if you have lastpass installed in others devices.

In my case i had lastpass in a laptop i didn't use for a long time, so the first i did was disconnect the laptop from the internet, and only then i opened lastpass in the browser. That way lastpass doesn't know you changed or lost your password and works offline. From there you can export all your passwords to CSV file, then you not only have the passwords with you, but you can import them to your new password software vault.

Knut Ivar Solhjem

It' so sad that such a good product as lastpass, has worked flawless for me for several years, should vitterly implode by such a totally bummer off a supportsolution. I'm off for som other product.

A good supportsolution as -so- important for a product. I have recently had a problem with another app-suite, and although they did not succeed 100% (I finally had to create the 100% solution myself) I have no problem whatsoever to recommend the product, because the tried -soo- hard... They tried from the bottom of their hard, and I even learned quite a bit along the way.

Two problems, two totally different outcomes:

- One where I ditch Lastpass for useless support (I have even called sales with no luck)

- One where I could not in my wildest dream ditch the solution, because the tried -soo- hard to fix it.

Bye Bye Lastpass there are lot of good comepetitors...

aime_ersmus

Does anyone here ever get their problem solved? Or does everyone just eventually quit in frustration? Quiting is not an option for me.

Everything i have is linked to this lastpass. i have been here for days reading through the topics. replying to those people with generic answers hoping to get noticed. I just need to get it recovered take all my passwords out. This experience is actually just as bad having ransomware. only there is not even an option to pay money to get my account back.

aime_ersmus

I was also able to recover, no thanks to lastpass non existent help. my problem was that my password is correct and MFA is correct but lastpass kept sending verification email links to my login email which i ironically used lastpass to change and so have no idea what it is. I was able to recover by using my old phone where my email lastpass is sending links to was not logged out yet. i too have exported everything and will probably not be relying on lasspass alone. i don't remember why i decided to rely on one single point of failure this time when i have backup of my backups for evething else. MFA + cloud gives you this illusion that you are safe. but life had just halted right now trying to get this resolved.

marcelo.anexa

They are so clever...

foyeh57889

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