I tried “Reset your master password using a Recovery One Time Password for LastPass” but doesn’t work. * On FireFox I get “You tried sending too many SMS messages. Please try again in a little while.” After confirming I am not a computer * On Chrome I confirm I am not a computer then get SMS then it says “The link has expired or is invalid. Please generate a new link and try again.” I tried to get support here: https://support.lastpass.com/s/contact-support?language=en_US Entered email “Thank you for submitting your email. If it matches our records, you will receive an account verification email.” I did not get that email. There’s nothing in my spam. Please help! Thank you.

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Cannot login. Recovery not working.

edmclean

I tried “Reset your master password using a Recovery One Time Password for LastPass” but doesn’t work.

On FireFox I get “You tried sending too many SMS messages. Please try again in a little while.” After confirming I am not a computer
On Chrome I confirm I am not a computer then get SMS then it says “The link has expired or is invalid. Please generate a new link and try again.”

I tried to get support here:

https://support.lastpass.com/s/contact-support?language=en_US

Entered email

“Thank you for submitting your email. If it matches our records, you will receive an account verification email.”

I did not get that email. There’s nothing in my spam.

Please help! Thank you.

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LastPass Support

Hello @ArkPob,

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. I have made an update on our side, please try to submit a ticket again. If the same issue persists, please send me a private message to further assist you on this issue.

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

Thank you,
Henry | Customer Care

wenkai.wwu

Hi@HenryO_LP

I'm having the same issue and not getting SMS or Email verifications.

Can you please help me too!

LastPass Support

Hello @bulletww,

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. Can you please submit a support case using the"Request help logging in" link found on this article? You should receive an email with a link to answer some questions about your account. After you have filled in the information, a case number should be generated and a support representative should contact you shortly.

If you had already tried the link, please try again as I have made an update for you to receive the email.

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

Thank you,
Henry | Customer Care

wenkai.wwu

Thank you@HenryO_LP

Have submitted!

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jdanielca

@HenryO_LPI did the same process as OP, got to the contact support page, submitted my email and have no response ¿Could you check my case as well?

court_hicks_7

Hi I am having the same issue as above when trying to summit a ticket. It tells me to check my email, then I do not receive an email in Inbox or Spam. Please help.

LastPass Support

Hello @d1000100,

I completed the update for your email. Please try to submit a support case as well, it should work this time.

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

Thank you,
Henry | Customer Care

jdanielca

Thank you @HentryO_LP. That worked

LastPass Support

Hello @court_hicks_7,

Please try to submit a case again. This time it should work.

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

Thank you,
Henry | Customer Care

markfraserhatch

Hi Henry,

i am having the same problem, i dont receive any emails when trying to recover my account

Many Thanks

Mark

LastPass Support

Hello @Sensia,

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. Please try to submit a new support case from the"Request help logging in" found on this article. If you had tried it before, it should work properly this time.

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

Thank you,

Henry | Customer Care

David Clemens

Help

@HenryO_LPyou seem to be the only one helping people recover their accounts.

I am locked out because my lastpass authenticator isn't working and none of the recovery options work.

Can you please fix this.

nicaclaire.intheair

Forgot to tag you@HenryO_LPin the message above. Please help.

nicaclaire.intheair

Hi,

I'm hoping you can help me — I've been a LastPass user for 8+ years. This year LastPass has seemed to completely fall apart, nothing is working right, and I can't even get support. I'm having the same problem as the user who started this thread.

Master password doesn't work. I wrote it down on paper. My password hint shows that it should be correct. Still doesn't work.
Recovery process doesn't work. I enter my email, get a text code to my phone, and enter it when asked. I get an error that the "link has expired". What link? There's no link at all — my recovery is linked to my phone number.
Requesting support doesn't work. Last week I tried theRequest Help Logging Inbutton and just got a random error. A few days ago I tried again and got the message, "Thank you for submitting your email. If it matches our records, you will receive an account verification email." I never got an email.
I just tried sending you a direct message in this forum, and that didn't work. I got the error that I have "Reached the limit for the number of messages I'm able to send" (I haven't sent any at all).

At this point I can't even cancel my premium subscription! I can't log in and can't contact anyone at the company. I'm beyond frustrated, especially since I've been giving LastPass money for years. Can you please help?

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LastPass Support

Hello @markfraserhatch,

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. Unfortunately, I don't see any recovery options currently available for your account. If you setup account recovery on the mobile app, you may try to recover your account following the steps on this article.

If that fails, the only other option on your account would be to reset the account. However, this deletes all the passwords in your vault but allows to setup a new Master Password to start again.

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

Thank you,
Henry | Customer Care

LastPass Support

Hello @nicaclaire,

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. I verified the logs for your login attempts and see that in most of the attempts you used an incorrect Master Password. However, I also see an attempt where a verification email was sent to you. Please try to log in again and then check if you received an email from LastPass with the subject"LastPass Security Notification: Login attempt blocked" then click on the link that says"Verify new device or location"

Once you have done this, try to log in again. Please note that the email is only sent if the correct Master Password is used.

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

Thank you,
Henry | Customer Care

nicaclaire.intheair

Thank you Henry! This did help me get access to my account.

I've lost a lot of confidence in Lastpass, and it's ridiculous that it was this hard to get help — but I really appreciate your time and effort. Hope you are getting a bonus this year because it seems like you're the only one doing anything!

Happy Holidays.

aharon

I'm also having this problem. I'm not receiving the email.

LastPass Support

Hello @askatz,

Sorry about the issue. Can you please try again? You should be able to receive the email now.

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

Thank you,
Henry | Customer Care