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I can’t log in even with the correct password, and the reset email isn’t being sent to the correct recovery email address.

shigeru.shiozawa

I have been a user for over 10 years.

Despite not changing the password since I started using the service, I am unable to log in with my master password. This situation is unbelievable.

Even when I tried to log in using multiple PCs and browsers, I often experienced issues where I could sometimes log in and other times could not.

Due to a PC migration, when I entered my login password on a new PC to access LastPass, I encountered a password error stating that the input was incorrect, making login impossible.

On my current PC, I can log in without any issues. However, even when logged in, whenever I try to make changes in the management screen, I am asked for my master password. When I enter it, I receive a notification that the password is incorrect.

Strangely enough, the only time the master password worked was when I attempted to add a mobile phone number—it prompted me to enter the master password, and it was accepted without any problem, allowing the settings to be updated successfully.

This inconsistency is truly unbelievable!

At the moment, I am completely logged out on all PCs and browsers, and I am unable to log in.

As a result, I attempted to reset the password, but the verification code email is not being delivered to my registered email address. Since July 2024, this issue has persisted, and I have been unable to receive emails from your system.

How can I resolve this situation?

I’m really struggling and desperately need help.

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LastPass Support

@User17431612859394608591

Your last login attempt triggered an identity confirmation email sent to your LastPass email inbox. Please be sure that you have added the following as contacts to your email filter's allowlist, then prompt LastPass to send you another email:

@lastpass.com

@sendgrid.com

@m.lastpass.com

@t.lastpass.com

The purpose of this feature is to make sure any new devices or old IP address' are confirmed for access to the account's Vault. If it becomes problematic, you may disable the IP/device verification from within your online account settings.

Jill Bond

Me too same issue for way too long totally fed up with this app

tiagoddorta

Estou passando pelo mesmo problema com outra conta que possuo!

LastPass Support

@User17432548324045123496

I'm seeing successful logins from our side, with a few incorrect passwords entered in between.

No verification emails were triggered, as all login attempts were from trusted sources.

Have you considered trying password-less login options?

amanteaux

@AshC_LP I was able to login again.

Although, the error message is crazy confusing, why is it asking me to look in my mailbox as if I am connecting on a new device instead of just telling me that my username/password is incorrect?

amanteaux

I have the same issue: I never receive login confirmation email from lastpass.

I have 2 computers and on the second one emails from lastpass never reach my Gmail mailbox: I have checked my spam folder and no email are in there. Moreover, other emails arrive correctly to my inbox.

Is there an issue with lastpass emails? unnamed (2)

LastPass Support

@User17431612859394608591 I'm afraid your case is similar to the other cases, where the password is incorrect.

I suggest manually typing out the LastPass password in a separate document, being careful with the placement of any capital letters, numbers and symbols, then copying that into the LastPass credential field.

shigeru.shiozawa

One more thing to add.

I don't think the Lastpass service takes into account any relief measures for users who are locked out of their accounts.

Those users can't even get into this support community, right?

shigeru.shiozawa

I am the original poster of this thread.

I successfully logged in.

The cause was that my account was locked without my consent.

To unlock the account, it is necessary to receive an account lock email.

If, like me, you cannot receive emails, even if you know the correct password, it is impossible to log in forever.

In the case where the email address cannot receive emails from LastPass, the following steps were required:

Navigate to the personal information change screen from a PC that is barely logged in and execute email address change registration.
Enter the correct password during the above registration process.
Return to the login screen.
Execute password initialization.
Receive the email related to step 4 on the new email address.
The received email will contain information stating, "Your account is locked."
Click the account unlock button in the email.
The LastPass system will successfully accept the password change.

However, the above procedure is premised on the ability to perform step 1.

If you are completely logged out and the account is locked, recovery is impossible.

I was fortunate to resolve the issue since I am an IT engineer. However, for the average person, this situation would be extremely difficult.

Clearly, there is a critical flaw in the system design.

LastPass should sincerely acknowledge this issue and urgently review its design! Many users must be feeling hopeless.

I am Japanese, but have been using Lastpass for nearly 10 years.

Due to the low quality of LastPass support, I feel that continuing to use the service carries significant risks.

Many lastpass users must be suffering from this issue.

I feel that this issue deserves proper support even for free members.

I sincerely hope that lastpass improves their support operations🙏

LastPass Support

The system cannot currently be any more specific with the errors, in an effort to not give away any account information to bad actors who may be trying to gain access.