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Family account and sharing passwords issues

koutalisk

Hi all,

I've been trying for the last 3 hours to get things sorted with my spouce's account.

I've been having a Family account for the last ~1,5 year but sadly never got around to checking how it was working till now.

What I noticed is that even though I have converted all my folders into shared ones and I've added her as an administrator, she cannot see any passwords in her vault.

I've tried logging in with different browsers, clearing cookies / data etc. but no matter what her vault appears empty, while as a family manager and folder administrator, she can see these under the sharing center.

Now when I created a new shared folder from her account and added in there a password I can see it in my vault. Once in that shared folder I added a (new) test password from my account, the shared folder disappeared from her vault.

I'm at a loss at this point and that's why I ended up posting this.

I've been reading through different topics in the forums here but couldn't find something that would be able to help me solve this. I've tried all sorts of things and I haven't managed to make the contents of the existing shared folders that I have in my vault, show up in hers.

FWIW, both laptops are Macbook Pros (OSX) running 12.5.1 (one mac is M1 and the other an intel based).

Browsers tested: Chrome, Opera, Safari and they're all up to date.

Any help will be very much appreciated!

Thanks!

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Accepted answers

evan.walker

Thanks@"kkout"

It looks like the accounts sharing key might needs reset. You can start a case through this article. You can jump to Step #5 to get a case made. Once made you can ping me with your case number.

https://support.lastpass.com/help/why-am-i-seeing-an-error-no-private-key-cannot-decrypt-pending-shares-message-lp010147

Thanks!

All comments

koutalisk

Thanks EvanW! I will do so, though I see it is a call option. Keep in mind that it's almost 00:00 in NL where I am based. 🙂

koutalisk

you were right!

It was the sharing key. I requested a support call-back and a representative called me and guided me through the process. After resetting the sharing key it all started working perfectly.

Thanks!

koutalisk

Hi there @EvanW,

Yes she did. And to be 100% sure, I sat on her laptop when I re-did everything again and again and I was using her email address to click on the acceptance of the invitations.

Do note though what I mentioned, I have shared entire folders with her and in there I moved all my passwords (some in their subfolders). I did not go into each and every password that I have and share it separately. I have over 500 different passwords in my lastpass and doing it one-by-one is a no-go.

evan.walker

Hello@"kkout"

I'm sorry to hear that you are having problems with sharing amongst your family members. Has you wife accepted the share invite(s) from your account to accept those folders into her vault?

Thanks!

evan.walker

Thanks@"kkout"

It looks like the accounts sharing key might needs reset. You can start a case through this article. You can jump to Step #5 to get a case made. Once made you can ping me with your case number.