Can’t log in - no emails for password hints or recovery

Question

My girlfriend can’t access her LastPass account.

she keeps trying to hit the password hint, or follow recovery instructions, but LastPass isn’t sending any emails.

also she cant access support since she can’t log in.

what can she do?

also it seems like others aren’t getting password hints and recovery emails.

im writing from my account because she can’t log in.

its really hard to get help with lastpass

LastPass Support · Answer

FaceID (biometrics) recovery is a separate setting that would have needed to be set before losing the password.  This recovery system also requires regular logins using the account password in order to create a local cache of user data.

I'm afraid it sounds like the device in question does not have enough LastPass cached data to securely identify the user and create a temporary password.

If you cannot recover the account password, you can reset the account itself by following these instructions

Once complete, I also suggest setting up all available recovery options.

LastPass Support · Answer

Hello @josh​

Welcome to the LastPass Community.

There are several ways to recover an account password, however many require that you log in regularly with the correct credentials in order to create a local cache of personal data for LastPass to identify you.

Password hints are specifically created by the account holder at the time of account creation and password updates, so they may not have created one to begin with.

Regarding the access points for confirming the account status through Customer Support, clicking 'Request help' on any recovery article will trigger an email support flow to that account after filling in additional details by the customer.

I will also add, that if anyone would like to add you as their Emergency Access person, this is possible with certain subscription types.

josh · Answer

Ash, your system is not working.

she has repeatedly clicked the link to recover her account and send the password hint.

your system is not sending emails to her to recover her account.

in addition your support is blocking anyone who can’t log in.

so HOW ON EARTH IS SHE SUPPOSED TO RECOVER HER ACCOUNT!?!?

your system also did not send me emails when I had trouble logging in. Luckily I was able to fix it, but she is completely blocked.

so what’s a girl to do to recover her account if your mobile app which she has logged in from, is not emailing her messages to recover?