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Chrome Extension Issues and Logging Back In

jackhchandler1

Hi Everyone,

I've got an issue with accessing my account, but let me provide some context.

I had an issue a while back whereby I had an account that used the email address from my old workplace (but having left, that email address was no longer in use and therefore I couldn't access the inbox... Causing all sorts of potential future problems). So, I downloaded a CSV of my passwords, created a new account under my primary email address, and uploaded all my passwords - Happy days, or so I thought.

LastPass kept logging me into my old account every time my browser (Chrome) loaded up, which I didn't notice (it wasn't asking me to log in, so why would I check?) for some time (around 3-4 months). As annoying as this was, I thought "whatever" and decided to go and outright delete this old account thinking it'll solve the problem - wrong. Every time I loaded up my browser, it told me there was a "problem" logging into the account (of course, it was deleted) and I had to log in again, whereby I logged into my new account.

After a while, the above "workaround" to stop LastPass from asking me to log in every day got frustrating so I figured "okay, I'll remove the extension, redownload it, and log back in. Maybe that'll solve this." - wrong. After trying to log in, my Master Password wasn't working (100% writing it down next time...) and trying to reset it fails EVERY TIME on Chrome, Firefox, and IE/Edge (I'm told the browsers don't support it).

I cannot contact Customer Support directly as I'm not a paid customer but this is an issue that I need their help with. How can anyone recover an account with this lack of support? Open to browser suggestions that people have used where this works... This seems ridiculous. I'm now locked out of my account because their extension isn't supported by the world's most popular browsers.

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Accepted answers

jackhchandler1

Hi Glenn,

Each time I chose the OTP option when recovering, I was told the browser didn't support it (wish I had taken screenshots, in retrospect). I tried in Chrome, Firefox, and Edge - no dice.

I'll check out the link you've provided, thank you!

All comments

jackhchandler1

UPDATE

After waiting, I tried my Master Password (again) and managed to log in then used my 2-FA to access my account. I must've entered my password incorrectly.

Other than me being an idiot and not typing my password properly (many times) my frustration is still valid - why is password recovery not supported on browsers that are so popular? If I hadn't have remembered my password and kept trying, I never would have logged back in and just made a new account. The options to help Free users are not helpful.

glenn.dobson

Hi@"jchandler1", welcome to the community.

Recovery is supported in the browsers that we provide extensions for, those browsers have the majority of the browser market. The passive account recovery method is dependent on recovery one-time passwords being generated and saved in the web browser cache, but there are additional recovery options you can set uphttps://support.logmeininc.com/lastpass/help/how-do-i-set-up-all-account-recovery-options-for-lastpass

glenn.dobson

That message means that no recovery OTPs were found saved in the cache of the web browser.

jackhchandler1

Hi Glenn,

Each time I chose the OTP option when recovering, I was told the browser didn't support it (wish I had taken screenshots, in retrospect). I tried in Chrome, Firefox, and Edge - no dice.