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Not accepting my master password after resetting my authentication app

thedeepeuphoria

I just tried to log in and received a msg "You must reset your authentication app credentials", so I manually navigated to the last pass website and logged in, went through the steps to reset my authentication app and successfully updated it, then try to log in and it just keeps saying "check your email for an email from us" or"click here to learn more".

I am not mistyping it, I have never mistyped it... the app is not accepting it nor is the website and after the recent hack / security breach I am now getting extremely paranoid that this is something to do with it and now my account has been compromised!

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Accepted answers

Henry Eduardo Ortiz (3P)

Hello @Euphoria1,

My name is Henry Eduardo 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 your account, our records show you are entering the correct Master Password. However, a verification email is being sent to you and I also see that a security email was configured on your account so the emails are being sent to that email address instead. Do you remember which email address you configured as a security email?

If not, you can find the security email by logging in from a computer where you can still access and go to Account Settings. Click on Show Advanced Settings, then scroll down until you find Security. You will see the Security Email address there.

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

Thank you,
Henry Eduardo | Customer Care

All comments

thedeepeuphoria

Oh and LastPass...

Click here to get support
Select your issue
Can't login
Contact support
Sure, you can contact support, no problem, just log in...😠

thedeepeuphoria

This new login issue after forcing everyone to update their mobile authentication app and then bricking the accounts so no one can log in, this on top of the security breach/hack and all of my data and passwords being out there on the Internet... I've completely lost trust and faith in LastPass, I can't rely on it anymore.

I don't mean to be rude to the troops on the ground at LastPass that are actually dealing with and trying to fix the issues and putting up with people like me moaning to support, I'm sure you are doing everything you can, but I'm sitting here at work again and I can't log in to anything... Again!

Not to mention the LastPass phone app constantly logs me out so when I'm out of the house connected to mobile data and I have to log in again... the app refuses to let me log in because the IP address is different.

So the mobile app is completely useless unless I'm at home, when I don't need it, or when I'm going out I need to remember the log out of the app on my phone and log in again to reset the timer while I'm at home just to be safe in case I need to use it while I am out.

I can't use the mobile version completely negating the point of me paying for premium on two separate accounts!

If this login issue is not resolved by the end of today this will be the final nail in the coffin for me to find a new password manager company/app.

Kenneth Soo

I was hoping that the problem would resolve after they reset their servers.

thedeepeuphoria

This new login issue after forcing everyone to update their mobile authentication app and then bricking the accounts so no one can log in, this on top of the security breach/hack and all of my data and passwords being out there on the Internet... I've completely lost trust and faith in LastPass, I can't rely on it anymore.

I don't mean to be rude to the troops on the ground at LastPass that are actually dealing with and trying to fix the issues and putting up with people like me moaning to support, I'm sure you are doing everything you can, but I'm sitting here at work again and I can't log in to anything... Again!

Not to mention the LastPass phone app constantly logs me out so when I'm out of the house connected to mobile data and I have to log in again... the app refuses to let me log in because the IP address is different.

So the mobile app is completely useless unless I'm at home, when I don't need it, or when I'm going out I need to remember the log out of the app on my phone and log in again to reset the timer while I'm at home just to be safe in case I need to use it while I am out.

I can't use the mobile version completely negating the point of me paying for premium on two separate accounts!

If this login issue is not resolved by the end of today this will be the final nail in the coffin for me to find a new password manager company/app.

steve.coles.uk

I have exactly the same problem, having returned from holiday to a very busy day, but I cannot get into any of my accounts .

I have sent an email this morning to support via a contact link advised in some of the replies to other members frustrations of not being able to login and raise a support case, but have been waiting ever since for some sort of response from LastPass. This must get sorted out soon, or what is the point of putting trust into a security tool that you can't access.....Please LastPass fix this or at least post something that will allow us all to get out of the continuous loop....

thedeepeuphoria

Hi HenryO,

Thank you for getting back to me, I really do appreciate it.

Let me start by saying please do not think I am moaning at you or that I'm frustrated with you, of course, it's not your fault you don't need to apologize.

I'm now successfully logged in to my LastPass account but this is incredibly frustrating that it's something this simple!

The message that kept appearing on screen that I can't log in and I need to check my email... and then it shows me my email address.

However, the security alerts are actually going to my old email that I haven't used in years. I will go through my account now and see why it is still listed as I haven't use that email in many years, but even if it is still on my account somewhere as a backup alternative, the fact remains that the message on screen has been telling me repeatedly to check my email, let's say "123@email.com" but the security alerts are actually being sent to "ABC@internet.org"

Something as simple as just saying the correct email where it was being sent to would have resolved this before it became an issue.

I know now in future if I encounter the same login problems to ignore the message on screen and where LastPass is sending the email and instead check every email account I have ever used.

Thank you, HenryO, sorry to rant, you have provided me with a resolution so thank you kindly for that.

Kenneth Soo

Did Elon Musk just buy LastPass?

thedeepeuphoria

[Edit] Never mind I was going to ask another question but I'll start a new thread

thedeepeuphoria

Unfortunately, that is always going to be the other way round, "Be profitable" is always going to be number #1 by a million miles and everything else is a faraway second.

thedeepeuphoria

Kenneth Soo

The Board of directors that is responsible for Lastpass have really only three objectives:

1. Protect the data of its users

2. Provide access to users so they may benefit from the service

3. Be profitable

Kenneth Soo

Unfortunately, this has not worked.

I have tried to log into what is potentially the secondary email, but alas, the password is in the Lastpass vault.

Please redirect the verification email to my login email address.

I get this problem repeatedly and none of my email accounts have ever received a verification email.

Kenneth Soo

Henry,

I am not receiving the verification emails.

Do you have any other ideas?

thedeepeuphoria

Did Elon Musk just buy LastPass?

LOL... OK, that was good😄

Elizabeth Coutu

Same issue since 2 days... Logged the issue many times and still not resolved.

Kenneth Soo

Henry,

I am still stuck.

I have checked all my email addresses that I am still logged into. I cannot remember the passwords for other addresses (hence, why I have a password manager).

I have my master password. I have my 2FA token. I do not understand why I have to verify the same devices from which I have been using Lastpass for at least the past 5 years.

I work in healthcare and cannot log into critical accounts. I do not wish to sound like I am catastrophizing, but I have had to use a colleagues account to check drug dose calculations and prescribe ventilator and dialysis settings.

I really need your help to just let me log into my account. I can't even update my payment information.

Kenneth Soo

I am trying to be patient, but I have similar concerns.

This issue has highlighted how poorly resourced the support team is. I want to think that LogMeIn wants to help its customer base, but requiring a Login to access support is akin to locking a fire extinguisher in a fireproof room.

It also makes it hard to update payment details.

Henry Eduardo Ortiz (3P)

Hello @K500,

I verified your account and see the same scenario. Verification emails are being sent to the Security Email address. Also, my team detected some issues with the emails sent and have cleared it now. Do you remember the email you added as a security email?

If you can access that email, please try logging in once again, then search the most recent email and click on the link toVerify new device or location. After that you should be able to log in again.

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

Thank you,
Henry Eduardo | Customer Care

Kenneth Soo

Henry,

are you able to check whether the same thing is happening to my account.

I do not believe that I have set up a security email account.

Henry Eduardo Ortiz (3P)

Hello @Euphoria1,

My name is Henry Eduardo 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 your account, our records show you are entering the correct Master Password. However, a verification email is being sent to you and I also see that a security email was configured on your account so the emails are being sent to that email address instead. Do you remember which email address you configured as a security email?

If not, you can find the security email by logging in from a computer where you can still access and go to Account Settings. Click on Show Advanced Settings, then scroll down until you find Security. You will see the Security Email address there.

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

Thank you,
Henry Eduardo | Customer Care