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Need support on issue with logging in. Cannot get support without logging in.

ch2qm

I get the message above when trying to login ("A consistency check failed while loading your sites. Please relogin.") I have the right password. I cannot clear cache, because I cannot login. I have been in contact with IT people where I work who have suggested I removed the extensions in browsers and restart the PC. I've done this (both for Firefox and Edge). I've also uninstalled off my iOS phone and restarted. Then reinstalled, and I get the same error.

Put simply, I can't log in to my account. I'm not having any issues with multifactor authentication or forgotten passwords.

The amazing thing is that all the help that LastPass offers requires logging in. Here is an example of this crazy Kafkaesque problem:

1) This is a support page on lastpass.com with the exact problem.

2) It directs to here for a solution.

Check them out. Remembering that the problem is NOT BEING ABLE TO LOG IN, check the phrase every single solution to "not being able to log in" starts with: "While logged in to LastPass, ..."

It's crazy. That aside, I have (as noted) uninstalled the extensions and restarted the computer then reinstalled, and I still get the same behavior. If I go to the website directly and log in there (as though trying to go to my vault), it flashes the vault for a split second, as though I've gotten in, and then returns to the log in screen.

there is a link to submit a ticket. It goes here. There is again no option for support that does not require logging in, which is the key problem. Last pass writes "We've designed our support experience to ensure you can access the best self-guided resources to get answers as quickly as possible, as well as provide additional options for assistance from our LastPass Support team." Given my experience, I don't know whether to laugh or cry. I've been trying to figure this out for two days with the help of some others in my IT department, and no one can find anything that doesn't require logging in.

So here I am, on a message board, just hoping that someone will see the message in a bottle I'm tossing into the sea. Again--crazy. How can this be the best/only way for getting support from a company that has such an important job?

In short, if someone sees this, please help with either of the two questions (preferably the first):

1) Please let me know how to resolve the issue. That would be great and probably a nice resource for anyone who encounters this in the future since, as far as I can tell, there's nothing that provides a real solution.

2) Please let me know how to be in touch with someone at LastPass (again, there are no published email addresses of phone numbers--if I'm wrong, please just post where I can find them) to get help with this without logging in. Because I can't.

Thanks!

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Accepted answers

ch2qm

There are two issues at play in the original post:

1) the inability to get support without logging in during scenarios when logging in is the actual problem.

and

2) a consistency check that prevented log in.

I think garden-guy has the same problem 1, but a different problem 2.

I don't have a solution to problem 1, but the answer to problem 2 (the consistency check) was, for me, resetting my master password, as per the instructions here:

https://support.lastpass.com/s/document-item?language=en_US&sfdcIFrameOrigin=null&bundleId=lastpass&topicId=LastPass/Revert_Master_Password.html&_LANG=enus

I'm posting that in hopes it helps someone else who finds this thread and is stymied by the consistency check. I don't know if it will help with garden-guy's specific log in problem.

All comments

ch2qm

Just checking in to see if there's any support for this since there's no other way for me to get support from LastPass. Because I can't log in. Not because of a forgotten password or double authentication issue. Because of the issue described above.

Thanks.

ch2qm

Still haven't been able to log in, and still don't know where to reach out for support. If someone could direct me to support that doesn't require logging into my account (since I still cannot do that), please let me know.

ch2qm

Just checking in again. Still nothing.

@ LastPass--I still cannot log in b/c of the consistency error. I have the right password, I can double authenticate. I've checked on multiple computers by logging into the website. The same thing keeps happening. The error appears to be on your side.

Because I cannot log in, I cannot reach out to customer support that requires logging in.

As far as I can tell this is the only support forum that seems associated with LastPass where a login is not required.

I hope to hear from someone soon.

Keith Yoder

I'm having the same issue! I can't get into my account... when I try to log on whether it's through the program on my macbook, or online, or on my iphone app, I get the same message (and just fyi, I've gotten no messages to my email account...) -- basically it says "we've sent you an email..." AND "check your email address & password"

So... I can't get in, and when I want to ask for help from "Support" I can't even find a place where I can call or send an email message... What can I do??????

Thanks, if anyone's out there...

Keith Yoder

I'm in the same predicament!

...been using lastpass for a long time... right now every time I try to log in (whether on the (mac) program, or online or on my iphone... anywhere at all i get the same messange...

I can't get in... and i can't talk to anybody at lastpass because i can't log on...

wondering what to do...

garden-guy

ch2qm

There are two issues at play in the original post:

1) the inability to get support without logging in during scenarios when logging in is the actual problem.

and

2) a consistency check that prevented log in.

I think garden-guy has the same problem 1, but a different problem 2.

I don't have a solution to problem 1, but the answer to problem 2 (the consistency check) was, for me, resetting my master password, as per the instructions here:

https://support.lastpass.com/s/document-item?language=en_US&sfdcIFrameOrigin=null&bundleId=lastpass&topicId=LastPass/Revert_Master_Password.html&_LANG=enus

I'm posting that in hopes it helps someone else who finds this thread and is stymied by the consistency check. I don't know if it will help with garden-guy's specific log in problem.

Bethany Jett

I also cannot reach support because I cannot log in and am now going on hours without access to my password the same as you. I wonder if other programs also limit support to users that can actually access their account. If you find a solution, please share.

Keith Yoder

Thanks cbh6 for your advice/suggestion, but -- yeah -- already tried the resetting of the master password... that worked... to change to password... but then when i tried to log in the same issue presented itself -- where i was unable to get in because it gave me the same error message as previously. so... it's a good thought, but unfortunately, not the exact solution my problem requires. Thanks anyway!

seansean76

did you ever find a way to contact support? I am having a similar issue, and have no way to escalate this to a person who might be able to assist (due to not being able to log in)

Keith Yoder

this might not be the most helpful response, but...

i was eventually able to find a human to help me... it did take time, and i kept clicking on any of the options that implied getting in touch with their customer service / support center...

it did feel a little odd that something like that would take SO much time, SO much effort, and be SO clunky, but i think the take-away for me is that i want to make sure that the alternate/emergency email address that i have on file is one that is current for me -- NOT one that i no longer am able to access!!!