Can't log in after phone reset

jesse.x.stephens

Hi,

I had to factory reset my phone and now can't log in to last pass. Used to use fingerprint and can't remember master password. Requested hint but the email turns up with a blank box where hint should be. Last pass says recovery email not set for the account. Except it is! I have reset my master password before.

Henry Eduardo Ortiz (3P)

Hello @Cantlogin1,

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 account recovery. When you log in to your LastPass account, the extension or app stores a recovery key in its local cache which is used during the account recovery process. If the app/extension is uninstalled, the local cache is cleared or if the device is reset, then the recovery process will fail.

Unfortunately, if you have not logged in through a different device you will no longer be able to use account recovery and you will either have to log in using the correct Master Password or by resetting the account.

Please let me know if further assistance is required.

Thank you,
Henry | Customer Care