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ERROR Message: We couldn't find the private key required for decrypting shared passwords.

jakegoodmanmusic

Trying to access some passwords from the Sharing Center and keep getting the error message in the subject line. I saw in Support that there are some steps to take to fix, but A) the account from which they were originally shared no longer exists and I'm worried about things getting permanently deleted and one of those steps is to "Contact Support," but there doesn't seem to be any way to do so without upgrading my account.

Any help is appreciated, please advise.

Cheers,

Jake

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Henry Eduardo Ortiz (3P)

Hello @jakegoodman9181,

My name is Henry and I am happy to assist with your inquiry, and appreciate you contacting LastPass Support!

I am sorry about the issues you are having with those shared items. When an item is shared, a Sharing key is created by both accounts which is used to decrypt the shared data. Unfortunately, it the other account has been deleted the data may not be retrievable.

Please let me know if further assistance is required.

Thank you,
Henry | Customer Care

jakegoodmanmusic

Hi Henry, thanks for the reply.

The account that initially shared the info has been deleted for well over a year, so everything was working appropriately for a long time, and has now just decided to crap out. What can we do to reverse whatever was just done on y'all's side to reinstate the sharing key? We're talking about dozens, if not hundreds, of passwords that sound like they are now potentially at-risk, even though everything has been working fine for a year-plus.

If shared passwords from one account were accepted by another account, why would you base the availability of that data on whether the initial account stayed in-place or not? None of that was made clear in any shape or form when I initiated the transfer/share.

Thanks again,

Jake

jakegoodmanmusic

I still haven't received a reply to my last message. I have dozens of passwords in limbo, please advise.

Cheers,

Jake

Henry Eduardo Ortiz (3P)

Hello @jakegoodman9181,

I am sorry for the sudden loss of data. Unfortunately, in the case where the original sharer deletes their own account. If the sharing keys become corrupted, they would not be able to be restored or reset on their account and therefore we would not be able to restore them for you.

Please let me know if further assistance is required.

Thank you,
Henry | Customer Care

Uttam Tamang

Lastpass Issues

Uttam Tamang

We are having the same issues ERROR: We couldn't find the private key required for decrypting shared passwords. Can you please help us how to resolve the issue??

Sapna Aggarwal

We are also experiencing the same issue with shared passwords. I have shared/reshared the passwords but is there a technical issue that is not allowing the recipient to retrieve the shared item?