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Account Recovery Failures & No Support

mspugatch gmailcom

My browser extension timed out with my last restart and prompted me for login. I cannot get my Master Password to be accepted so I attempted account recovery.

1. The SMS option sends a text to my phone immediately. I enter it into the browser within 30 seconds, but it comes back that it is expired and fails to move forward in the recovery process. This happened multiple times yesterday and today.

2. I have an iPad with Biometric recovery enabled. When I click to recover using TouchID, I get a sad moon face error screen back that says it failed and to try again later. This happened yesterday and today.

I'm unable to contact support since there is no email or phone # listed and the support site wants you to login to contact support. Is there any solution to get the account recovery issues fixed or be contacted by support to resolve?

I do have an iPhone that is still successfully logged in via the App using Face ID. I'm afraid to attempt recovery on that device as I don't want to lose my only access.

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Accepted answers

Jorge Quintanilla

Try to create a new account only with the intention of actually contacting a support agent and bringing more attention to this issue because in order to contact a support agents you need to login into your account.

All comments

Jorge Quintanilla

Has anyone got a new response or was able to log in?

Jorge Quintanilla

Same problems here except SMS recovery doesn't work at all, urgently need help with this problem.

I don't understand why this occurs I know for a fact I haven't changed my password at all.

mspugatch gmailcom

Thanks. This worked and I was able to submit a call back request with support. They called within minutes and were quite helpful on the phone. Unfortunately, I was not able to do a full recovery, but they were able to reset back to my last password update in September. Lost any updates over the last month, but still better than losing everything completely.

Jorge Quintanilla

So good to hear this as a recommendation setup the biometrics into the login of the app I just got off the phone with them and the normal recovery options such as (sms, email from them, etc ) were not working we retried on my phone and luckily my biometrics were set this made the recovery so easier.

The reason I recommend biometrics is because those just can't change and I guess they are always a viable option !

Jorge Quintanilla

Updating this case I searched their webpage for a number I got one apparently this is a number for GoTo offices

The person that responded to me said LP is not a product they handle anymore. If you respond to the automated voice call with lastpass to get service for that product it doesn’t work.

https://www.lastpass.com/-/media/c1f23fc8b2ca4ce781d04f0bc782675a.pdf

cragojason

Same issue here, get the SMS, enter it immediately, message that it has timed out. Just started this morning 2023-11-07. Cannot contact support because I cannot log in

lauren

This is also happening to me. I was able to create a case on Saturday and post back and forth with the agent. They are still posting updates to my case, but suddenly I'm required to log in to read them which is pointless as that is what I opened the case for.

Jorge Quintanilla

Try to create a new account only with the intention of actually contacting a support agent and bringing more attention to this issue because in order to contact a support agents you need to login into your account.