Account Recovery link is invalid when it arrives

Question

Hi there,

I tried resetting my master password several times and the link in the account recovery email just does not work, even though I click the link as soon as the email arrives. Can someone please help? I want to access my account and I think I am due to pay the annual fee too.

Thank you

Anita Szabo · Answer

Hi@"AshC_LP",

Thank you for your reply.

My message did not state that the several attempts were spread over those several weeks. I am trying since last week as my desktop app logged itself out and my mobile app decided not to accept my biometrics login. Since my desktop app was always available without master password on my mac, I only logged in once and then it was just readily available once opening the desktop app.

I was logging into the mobile app with biometrics - should my mobile device have enough cached data to allow for password recovery? I have done an account recovery in the past and this time, I am getting the account recovery email when trying on the desktop, but my mobile app states that I am not setup for it? Shouldn't these be the same as both app links to the same account?

Thank you.

LastPass Support · Answer

Hello@"HelpAnita"

I apologize, the accuracy of that message is not entirely true.

After looking up your LastPass account it looks like it has been several weeks since your last successful log into LastPass. Due to the delay in this case, your web browser used with LastPass may not have enough locally cached data with which to create a recovery one-time-password.

However, if you can recall the last known password, you may be able to revert to it through this location:https://lastpass.com/revert.php