Unable to log in, and email from LastPass never arrives

David Rand

After resetting my authenticator app, I cannot log in. When I do, I receive this message:

To continue:

• Check your inbox for an email from LastPass:lo*********@gmail.com
  or
• Review your login info and try again

That email never arrives! I suspect the recovery email address LastPass is using is different than my mail email address, and I no longer have access to that account (at my previous employer). I did see that email address during the recovery process, but I can't access my account to supply a new recovery address.

I even followed the Account Recovery process to reset my master password, and now that new password doesn't let me log in. Therefore I know the problem is not a forgotten password, but it appears that my account is locked, waiting for me to click a link from an email that has never arrives.

PLEASE HELP!

Henry Eduardo Ortiz (3P)

Hello @LorettoDave,

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

I am sorry about the issues you are having when trying to access into your account. I do see that there is a Security Email configured which means that the emails are being sent to that email address instead. If you no longer can access that email, we would need to follow a different process which requires to verify your account and ask some personal details. For this reason, it is better to continue through a support ticket. You can create one using this article as it will not ask you to log into your account.

After adding your details, one of my coworkers should provide you assistance via email.

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

Thank you,
Henry Eduardo | Customer Care