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LP Recovery -Please confirm you're not a machine

wlwlove

I have an issue to start to recover my Master password.

Normally the page would ask me to click on the "I'm not a robot". https://lastpass.com/recover.php

However, I couldn't find this option when I start the recovery.I waited for at least month and tried server times in different days, the issue remains.

The first picture should be the normal one where I tested from a machine in the US. the 2nd and 3rd pictures show the issue. My IP is in China.

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Accepted answers

rachael.orovets

You could try recovery via biometrics, if that was enabled previously, as that doesn't require a recovery one-time password: https://support.logmeininc.com/lastpass/help/recover-your-lost-master-password-lp020010

If you still cannot recover your Master Password using any of the options above unfortunately, the very last and only option available is to Reset Your Account and start over with collecting data (e.g., sites, secure notes, form fill items, creating identities, etc.). This will permanently delete all of your stored encrypted data within your LastPass account, but your account status and some settings will remain untouched. The steps to Reset your account are found at the bottom of the help article linked above.

Please be aware that LastPass Customer Care has no knowledge of a user's Master Password and it is not possible for LastPass Customer Care to reset or change a user's Master Password or assist a user with changing/resetting their master password.

All comments

rachael.orovets

Hi@"DaviesWu",

Could you try making sure all popup/ad/content blockers (or any extensions that could be blocking ads/content/popups) are disabled in your browser to see if you can then finalise/confirm the reset?

wlwlove

@RachelO I am using the latest Microsoft Edge(version 93.0.961.52 x64 version). I disabled all other extensions and just now reset popup of lastpass.com. It still doesn't work.

I also make sure there is no firewall issue.

rachael.orovets

Hi @DaviesWu,

Does this also happen when attempting recovery via email (instead of going to https://lastpass.com/recover.php)?

wlwlove

@RachelOI didn't try this way via email. I think I missed the article via email. Could you kindly offer this? Thank you.

rachael.orovets

Hi @DaviesWu,

Apologies for my last post as I hadn't yet reviewed your account.I see that there are no available recovery one-time passwords for your account, which means most methods of account recovery will not work as most methods require a recovery one-time password. I do see that you had generated a One-Time Password at some point, if you are able to locate that generated One-Time Password you can visit this link to enter that OTP and your account info to reset your master password: https://lastpass.com/otp.php?forcelogin=1force_changepw=1

wlwlove

@RachelO I couldn't find that. Anything else that can help? Thank you.

rachael.orovets

You could try recovery via biometrics, if that was enabled previously, as that doesn't require a recovery one-time password: https://support.logmeininc.com/lastpass/help/recover-your-lost-master-password-lp020010

If you still cannot recover your Master Password using any of the options above unfortunately, the very last and only option available is to Reset Your Account and start over with collecting data (e.g., sites, secure notes, form fill items, creating identities, etc.). This will permanently delete all of your stored encrypted data within your LastPass account, but your account status and some settings will remain untouched. The steps to Reset your account are found at the bottom of the help article linked above.

Please be aware that LastPass Customer Care has no knowledge of a user's Master Password and it is not possible for LastPass Customer Care to reset or change a user's Master Password or assist a user with changing/resetting their master password.