Timeout error when trying to recover master password or just log in as a whole.

Tobias Wiingreen

Hi,

I am writing on behalf of a colleague since i am the in IT department.

One of my colleagues has been experiencing a weird timeout whenever he tries to log-in or recover / reset his master password.

Theres no error code, ad blocker disabled, we've tried with a different webbrowser and mutiple different wifi connections + on ethernet aswell.

Its been ongoing for 2 weeks now. I sadly dont have any photos or videos of the incident, but the scenario is that he will try to reset / recover his master password, get the email and then from the email link nothing happens in his browser, he does get into the webpage but its as if it just doesn't do anything.

Any solutions or are we screwed. He is the only one with the issue.

LastPass Support

Hello @Tobias Wiingreen​,

Welcome to the LastPass Communtiy!

I will suggest to open a ticket directly with our support team since we will need to review some information and for security pourposes we can not ask certain information about the user in the community. You can open a ticket here: https://support.lastpass.com/s/document-item?bundleId=lastpass&topicId=LastPass/FAQ_View_My_Cases.html&_LANG=enus#:~:text=For%20additional%20assistance%20from%20LastPass%20Support.

In there you can explain who is the affected user with his email and in that way we can continue from there. Is possible that the message the user is receiving is because he does not have recovery one time passwords but I will prefer a ticket will be open so we can check options for user to regain access.

Kind Regards,

Alejandra

LastPass Support