Account recovery emails not coming through

thomasythan

Created a new account just to ask this question.

Recently had to reinstall the operating system on my laptop. Was able to recover everything just as it was, but couldn't log in to LastPass. Tried going through the recovery process, but the emails it claims to have sent me never came through, not even to the spam folder. Tried several times, still nothing. The "Help" is obviously no help, as it doesn't cover non-standard occurrences, and the chatbot is just as useless. This discussion board is my only option, there is no other way to contact the company without paying, which is straight up extorsion.

How do I gain access to my old account? How can I speak to someone about this without paying? Am I just going to have to kiss goodbye to years of accumulated passwords?

LastPass Support

Hello, @thomasythan​

I'm afraid the recovery system is reliant on the actual devices you last logged in through to securely identify your person. Using a new device, web browser, operating system or wiping the locally stored cache data will erase any possible recovery passwords.

Did you create a password 'hint' that may help recall the correct spelling?

Did you change the password in the last 30 days? If so, you may still revert back to the previous one.

There is an option within this recovery article to 'Request help' via email if you cannot log in, but keep in mind LastPass itself cannot change any account password ourselves for security reasons.

If you cannot recover the account password, you can reset the account itself by following these instructions.

Once complete, I also suggest setting up all available recovery options.