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Locked out!

ricardomac8

Hi

I'm trying account recovery for days now. once I receive the sms to continue process, i get the message that the link expired.

Already tried on 3 browsers and always the same message.

Can you please help!!!

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LastPass Support

Hello @Ric83,

My name is Henry and I am happy to assist with your inquiry, and appreciate you contacting LastPass Support!

I am sorry about the issues you are having with your account. If the link shows expired or invalid, means that the browser does not have a recovery one time password stored in its local cache. Have you tried doing account recovery from the mobile app instead?

Please let me know if this worked or if further assistance is required.

Thank you,
Henry | Customer Care

ricardomac8

HI Henry. Thanks for reaching out

I tried via mobile app also and the outcome is the same. Do you have any other solution. I was going to upgrade to a paid solution but can't log in

Thanks

LastPass Support

Hello,

@Ric83 There are other recovery options available, but they are optional and not required by LastPass to set up the account. These include a password 'hint', and biometrics integrations. Both would need to be set in advance of losing the account password. If you recently updated the password in the past month, then you may also choose to revert to the last known password through this url:https://lastpass.com/revert.php

@eraserhead23As mentioned above, there are only so many recovery methods available. With regards to the SMS and Emailed recovery links, these require locally cached browser data that's used with LastPass. When logging in regularly, this cache is then updated with new recovery one-time-passcodes. I am sorry the messaging within the recovery flow is not more clear, though there are some security restrictions with how much info LastPass can share, in case someone it trying to gain unwarranted entry to an account.

Password 'hints' must be set up by the user, and are not required by LastPass to utilize the services.

Biometrics recovery is a different setting than the biometrics 'unlock' feature, and both need to be set in advance of any trouble logging in.

The 'request help' button in the article you referenced should send an email immediately to that address, if it has a LastPass account associated with it. If this is not the case, make sure to check for these domains and allow them to be received within the email settings:

@lastpass.com
@sendgrid.com
@m.lastpass.com
@t.lastpass.com

Dennis Spaan

I have used Lastpass for years and am quite familiar with the tool and have advised many people to use it. But i tried to help my aunt today and spent 4 hours on this without result. She got logged out for some reason and didn't know her password anymore. Trying to recover her password the following things went wrong:

first you get an e-mail which should display a password hint, however the hint is not displayed in the e-mail, it's blank. When you view this e-mail in gmail it seems to have a fillable box in the spot where the hint should be.
After this you can try the recovery option. On the recovery page you can choose to recover with a one time password where you can choose yes or no, there is no explanation what is meant by this option, i find it confusing. If you choose Yes you get an error that the lastpass extension cannot be found or that the browser didn't save recovery data. There is a KB item about this:https://support.lastpass.com/s/document-item?bundleId=lastpass&topicId=LastPass%2Ftroubleshoot_lastpass_users_account_recovery_failed.html&_LANG=enus
I don't think a SMS recovery option was setup for this account so according to this KB article the following should happen and i quote:
If SMS account recovery has not been set up, you will be sent a link via email from LastPass to your email address that will allow you to reset your master password. If you do not receive an email, you may have set up a secondary security email address, in which case you should check that inbox.
So according to this i should receive an email to allow me to reset my master password, but i'm not getting any e-mail.
If you choose No on the question to recover with a one time password the whole recovery process stops?? Weird! Why ask the question yes or no when no doesn't help you?
Finally after all this failed i tried to contact Lastpass support with the button on this page:https://support.lastpass.com/s/document-item?bundleId=lastpass&topicId=LastPass/having-trouble-logging-in-faq.html&_LANG=enus
The button redirects to a page where you have to fill in your e-mail address and the page tells you that an e-mail was sent. But no e-mail is received (and NO not in spam).

I see many people in the forum for the last few days reporting the same problem and no response on their topics apart from the standard response from Henry above.
By the way i found lastpass files in the Windows appdata folder but not sure if i can use those for recovery.
She does not use the mobile app so i can't use that for recovery
She is not logged in any other browser so that's not an option either

Dennis Spaan

Hey Ash, it doesn't make sense to me that you would send an e-mail to a user displaying an empty hint. That feels very broken. You should at least make some recovery options mandatory upon setting up the account. If the password hint was never created why can't the system detect this and exclude that option from the recovery process. It's the first thing that you do when trying to recover and you just get an empty e-mail. Really confusing.

Like the other user in this thread reported we are not receiving the e-mail when use the contact lastpass support button. I have never had to whitelist any sender before and also i'm receiving the other recovery e-mails from lastpass just fine which would mean that those domains are not blacklisted right?

Is ther another way to contact lastpass because this is quite an issue.

ricardomac8

Hey. Thanks for the reply.

I tried all the options and still locked out.

I whitelisted all the domains you send but i still dont receive an email after trying the help option in the article

LastPass Support

@eraserhead23 If you still need a case created for Support (keep in mind we cannot force an account password change ourselves), please click my Community name to send a Private Message with your LastPass email address and any error messages.