My account's been deleted.

Question

I had an account before and I haven't used it for 4 years for some reason, but today when I logged in it said that I had an account error and that my previous account didn't exist, why is that? Did you delete my account without telling me? The last time I received an email from you was May 6, 2024 in my mailbox. All my passwords are hosted on your service and now I can't get them back.

LastPass Support · Answer

HELLO!@307952376​

Welcome to the LastPass Community.

We are sorry for the problem with your account.

We will need to make an investigation to better understand the issue. I will recommend you create a support case so one of our support agents can help you to find a solution for this behavior. You can create the support case using the steps below:

From your LastPass vault, go to the top right corner click on your email address

Click on Support center

Top right corner clicks on "Loging to Support"

Then Click on "Contact US"

You will be able to choose the best option for you, A callback request or a Support case.

We apologize in advance, please let us know if there is something else, we can do for you.

Greetings!

Verlaine | Customer Care

LastPass Support · Answer

@307952376​

What I can share is the security policy LastPass has in place: Free subscribers must log into their account at least once per year. After 2 years of inactivity we will automatically delete the entire account 1 month after notifying them via email.

This is part of our information security and data handling policies which require us to remove data that is no longer being used. Paying for a subscription bypasses this requirement, in case you need to keep your Vault intact for longer periods.

** If your account was deleted within the past 30 days, we can probably recreate it from a backup copy. After that time though, all records are permanently deleted.  In this case, DO NOT RECREATE THE ACCOUNT.  Create a new account under a different email in order to create a case for LastPass Support, then use the 'Request help' button within the main recovery support article.