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Can't recover password using LastPass app

crismag620

So my LastPass suddenly logged out of my iPhone. I tried resetting it via the FaceID biometrics recovery option but it only gives me an error.

I created the LastPass account on my iPhone, so the browser extension recovery options doesn't work for me. Is there no other option to recover my master password? I know most of the password itself. I know I just keep making mistakes on the number and special characters.

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Accepted answers

rachael.orovets

vpan,

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.

If you're seeing any error when trying to recover your account via biometrics, this means you won't be able to use this method for account recovery. Please try another recovery option, all of the possible recovery options are detailed here:https://support.logmeininc.com/lastpass/help/recover-your-lost-master-password-lp020010

All comments

wgchin01

I have the same problem. I thought that this recovery method would work (it has worked in the past). My password is also long and complex. it's easy to make single mistakes. We're in the same boat =/

Best of luck to you.

mastermehrdad

I also have the exact same problem. I've sent the diagnostic logs to the support team, haven't had a response yet. 3 days now, pretty bad.

rachael.orovets

Hello @Mehr,

So that I can take a look at your support case and ask them to reach out to you or see what the next steps are, could you send me a private message with your Case number? To send me a private message, please click my username to view my profile, then click the blue "Send a Message" button in the upper right.

Vince Pan

Hi @RachelO, I'm having the same problem. I didn't see an option to direct message you initially but will try again after logging into my Logmein account.

rachael.orovets

vpan,

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.

If you're seeing any error when trying to recover your account via biometrics, this means you won't be able to use this method for account recovery. Please try another recovery option, all of the possible recovery options are detailed here:https://support.logmeininc.com/lastpass/help/recover-your-lost-master-password-lp020010