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Account recovery - enterprise/personal

Chris Alliott

Hi there,

I fear I have a slightly complicated situation, though it may be that there's a simple solution.

I started using LastPass (LP) around 5 years ago. I think I started with my personal email address, but subsequently I got my company to use LP and I think my personal account was migrated to our Enterprise account. I am an admin on that account.

I do not seem to be able to recover my personal account and I fear that this is because there is a direct link with the Enterprise account I have - even though this is a different email address.

So, my question is whether resetting my account with my personal email would be OK and will not impact my Enterprise account. Normally I would expect this should be absolutely fine. However, my nervousness is due to the original link between the original personal account and the current Enterprise account.

Can anyone help?

Thanks in advance.

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Accepted answers

glenn.dobson

Hi@"theabbot"

Account recovery uses something called a recovery one-time password, this is basically a token created with your Master Password when you sign into your account and it is stored in your browser cache. When the recovery process does not find a recovery one-time password stored in the browser it will show the message that your saw, or it might say the extension is not installed.

As your personal account has not sites saved currently, it would safe for you to reset that account and create a new Master Password for it.

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glenn.dobson

Hi@"theabbot", welcome to the community.

I was able to locate a LastPass Families account for you using the email address you registered with the community, and from there your Enterprise account under your corporate email address. The accounts do not appear to be linked, but even if they were, account recovery should be independent of each other.

What happened when you tried to recover your personal account?

Chris Alliott

Hi GlennD,

Thanks v much for your reply and for looking into this. When I try to recover the account I get to a point where there's a suggestion of using a one-time password, but that then errors when I get to this point:

Clicking on "Yes" then gets this result:

This happens even though I've logged out from my work instance of LP.

I went through the Chatbot questions yesterday and had hoped there might be a route using the mobile app and getting an SMS one-time password, but that also didn't work.

Thanks for looking into this.

glenn.dobson

Hi@"theabbot"

Account recovery uses something called a recovery one-time password, this is basically a token created with your Master Password when you sign into your account and it is stored in your browser cache. When the recovery process does not find a recovery one-time password stored in the browser it will show the message that your saw, or it might say the extension is not installed.

As your personal account has not sites saved currently, it would safe for you to reset that account and create a new Master Password for it.

Chris Alliott

Hi @GlennD

That's great, thanks very much. I'll look to sort that out later today and will feedback on how it goes.

All the best.

Chris Alliott

Hi @GlennD

Just to let you know that I did as you suggested and it's all good. I did an export of the Enterprise account before resetting the personal account, just in case (belt and braces man). But it worked and I was able to both import the export into the personal account and the Enterprise account was completely fine.