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I have been locked out since early december. I have never changed my password. Please help.

deafmetal

I have been locked out since early december. I have never changed my password.

When I tried the Revert to your previous master password it confirms that no changes have been made.

I had not turned on account rescue.

I also did not put in a hint as I know my passphrase very well.

Can anybody help me?

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LastPass Support

Hello @deafmetal,

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. Our records show that your Master Password was changed more than 3 months ago, on last login attempt our server logs show that you are using an old password. Do you know what is the most recent password you setup? If not, have you tried account recovery instead?

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

Thank you,
Henry | Customer Care

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deafmetal

Thank you for your response Henry.

I dug deeper and realized that i did indeed update my passphrase after theNew requirements for your master password email that was sent out on Thu, Sep 21, 2023 from LastPass.

So this was entirely my own fault.

Thank you for replying though as it definitely helped me resolve this issue!

LastPass Support

Hello @deafmetal,

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. Our records show that your Master Password was changed more than 3 months ago, on last login attempt our server logs show that you are using an old password. Do you know what is the most recent password you setup? If not, have you tried account recovery instead?

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

Thank you,
Henry | Customer Care

Chestin Salisbury

@HenryO_LP- I have been locked out since early OCTOBER. I've tried every possible solution offered up and NOTHING has worked. I've submitted at least a half dozen different emails as either my primary or secondary email associated w/ the account and again, NOTHING has worked.

I've never received a single email even though I'm 100% positive I've entered the correct email.

Fortunately, I'm still able to access my LP account via my phone so I can enter passwords manually (what a giant PITA when some passwords are 14+ characters long 🙄), but at this point, I'm more than ready to completely abandon my LP account and just start over w/ another password manager solution.

"Help me Obi-Wan Kenobi, you're my only hope."

LastPass Support

Hello @chestins,

Okay, you got me with the Star Wars reference. Have you tried Account Recovery from a computer using a browser extension where you previously logged in?

If yes and it still does not work, I can see 2 options. One is a bit longer but safer, the second one is shorter but we risk losing access to your account so I will leave it for last.

Option 1:

Create a new LastPass account from a computer and start a premium trial. Be sure to log in on a browser extension to generate the Sharing keys, this will help with this process.
From the mobile app while logged in to your main account, provide emergency access to your new temporary account. (On waiting period select 0 hours to get immediate access)
From a computer, log into the new temporary account. Accept the Emergency access and then request the Emergency access
Check in All Items if you received a copy of all your passwords in the new account. You may need to log out and log in again on the new account to start seeing it.
Once you see all your passwords on the new account. Export your vault.
Once the CSV file is downloaded, verify if everything is correct.
If the information is file is correct, you can either reset your main account. (This deletes all the passwords in the vault but allows you to setup a new Master Password to log in again)
Once able to access, import your passwords using the CSV file you exported.

Option 2 or after step 6 of option 1 (I strongly suggest trying option 1)

Verify that account recovery with biometrics is enabled on your mobile app.
If enabled, log out from the mobile app and then follow account recovery with biometrics.

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

Thank you,
Henry | Customer Care

Chestin Salisbury

I've setup a new account and am trying to share 'Emergency Access' with the account through my main account, but I keep getting an "Invalid email address. Try again." message, even though it's a valid email. I even changed the email to see if that would resolve the issue.

Chestin Salisbury

@HenryO_LP- I setup a new account, but when I tried to add "Emergency Access" from my original/main account I get an "invalid email address, try again" message. I've tried 2 different emails and get this message every time.

I also followed Option 2 and went through the entire process, but still can't access my account on my computer. Am I missing a step?

Suggestions?

Thanks!

LastPass Support

Hello @chestins,

I am looking into this as I tested it on my side and received the same message. I will give you an update once I have a response. If it takes too long, please send me a private message.

Thank you,
Henry | Customer Care