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Is there an alternative way to open a support ticket when you are unable to login ?

formermember

How can a customer contact support if they cannot login to open a ticket ?

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Accepted answers

Henry Eduardo Ortiz (3P)

Hello @Former Member, 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 difficulties you are having trying to contact us. Yes, we do offer an alternative for when you can't log in due to issues with your Master Password or with the multifactor authentication. Please follow the contact support link found on the support articles below. It will ask for your email address, a support ticket will be created and you will be given support via email: I'm locked out of LastPass because I can't disable the LastPass Authenticator, what should I do? Recover your lost master password for LastPass Please let me know if this helped or if further assistance is required. Thank you, Henry Eduardo | Customer Care

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Keith Yoder

well... can't remember exactly which of my email accounts I've designated as my security email... however, the message I get after attempting (and failing) to log in says that i'm supposed to check a certain email account... well, that account (which is my main account for LastPass) doesn't have any messages from LastPass...

So I'm still kind of up a creek without a paddle... 😞

Keith Yoder

I'm asking the very same question, only it's not a matter of me not knowing my password or not checking my email for a message from LastPass.

A- I was able to change (recover) my password fine... still can't log on.

B- Nothing in the email account it says to check has anything lately from LastPass (nothing in Junk folder either)

What can I do?

Henry Eduardo Ortiz (3P)

Hello @garden-guy,

I do see there is also a security email on your account. Have you checked in all of your emails if you received an email from LastPass after trying to log in?

Please let me know.

Thank you,
Henry Eduardo | Customer Care

elaine.c.geoghegan

What do you do when you are told you are not eligible for support? And you cannot log in?

Henry Eduardo Ortiz (3P)

Hello @Former Member, 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 difficulties you are having trying to contact us. Yes, we do offer an alternative for when you can't log in due to issues with your Master Password or with the multifactor authentication. Please follow the contact support link found on the support articles below. It will ask for your email address, a support ticket will be created and you will be given support via email: I'm locked out of LastPass because I can't disable the LastPass Authenticator, what should I do? Recover your lost master password for LastPass Please let me know if this helped or if further assistance is required. Thank you, Henry Eduardo | Customer Care

Keith Yoder

Thanks for that@"User16829509202817471802"! I have pursued the "contact Support" option, and I trust this will get the ball rolling toward the goal. I'll write a follow-up message in any case to let you know where things end up.

Thanks!

garden-guy

Keith Yoder

Hi@"User16829509202817471802"

I think the whole security account is part of the problem -- I have either discontinued that account or forgotten which email account was designated as my "security email." Can the notice not be sent to the very same email account I use as my main email account? Otherwise, it looks like I might not be able to access this... ever!

garden-guy

Henry Eduardo Ortiz (3P)

Hello @garden-guyand @Laine,

If you can't receive the email. We do offer an alternative, but this process does require to do a verification on your account which requires asking for personal information from your account, so it would be best to continue from a support ticket. Please create a ticket to contact support through the option found on this article. Once created, please wait for your case to be assigned to one of my coworkers who will be contacting you via email.

Login issues do apply for customer support even for free users.

Please let me know if further assistance is required.

Thank you,
Henry Eduardo | Customer Care