Unable to log in

Question

I have to tell you, I'm pretty upset with you guys right now.

Yesterday, for no apparent reason--during a trip in a remote place where I REALLY needed access to everything--I suddenly lost access to my LastPass account. When I tried to log back in, you guys told me you were mailing a confirmation to an email that HAS NOT EXISTED SINCE 2019!!!

Your ONLY direct support options require me to log in, which of course I can't. And the only link I could find to request help logging in went nowhere.

This is a fail of EPIC proportions. I have trusted you people for years with my most sensitive information, including things I store NOWHERE else, and right now I feel like a victim of ransomware. You guys have left me hanging in the absolute worst possible way. Can't even begin to describe what you have put me through in the past couple of days. Just unbelievable.

I don't know how you regain my trust, but I can promise you that it needs to start with some personal attention RIGHT NOW to reestablish access to my account.

scliassides · Answer

I seem to have a related issue. Can only log on using the forgotten password (and reset) option. But then when I try and log in using the password I just set it doesn't let me... and says an email has been sent (which I never get). So every time to log on I need to reset my password. What's happening here LastPass!?

jscroft · Answer

Once I got to my desktop I was able to find & use the account recovery process. That got me in with a changed Master Password, and from there I was able to eliminate the old email from my account.

FYI that "Security Email" is well-hidden! From Vault > Account Settings, click "Show Advanced Settings" at the bottom of the General tab.

This was a big scare for me. Not going to throw LastPass overboard but I'm damned well going to figure out how to export the contents to a secure thumb drive so this kind of thing can't burn me again.