Dear LastPass Support Team,
I am currently experiencing multiple issues with my account and I am extremely frustrated that I cannot reach support through the normal channels.
First, I am unable to log in using my master password. The password that I know and previously used is no longer being accepted. At the moment, the only way I can still access my account is through biometric login in the Android app.
I also attempted to recover my account, but the recovery process does not work because the authentication is not accepted during the procedure.
In addition, when I try to contact support through your website, I complete the verification successfully and am redirected to a page where I need to enter additional information. However, when I click “Save”, the following error message appears:
“Error, attempt to de-reference a null object. Class. Record TypeIds: line 15, column 1 …”
Because of this error, I cannot submit the form and therefore cannot contact support through the official process.
I have also tried every other available way to contact support, but none of them work. The chatbot tells me that no agent is available, and a requested phone callback never happens.
From a technical perspective, the “Forgotten Password” process also appears to be broken. After requesting it, I receive a verification code via SMS and the verification is confirmed as successful. However, when I press the button to open the vault afterward, the page only shows a spinning loading indicator and nothing else happens.
Overall, all available ways to reach support fail, which is extremely disappointing. I am paying for this service, and part of that payment is clearly for reliable access to support when issues occur. At the moment, this level of service is simply not being delivered.
Please provide assistance as soon as possible so that I can regain full access to my vault or reset my master password.
Kind regards,
