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LastPass Incident - Login to account not accessible

heritier_b

LastPass Incident Opened 5/5. No Response since opening . Is there an alternative way to check the status of the incident - noting that LastPass will not accept my login? The Family product version has been paid for and the money removed from my account.

The incident:

I loaded Chrome the trial version. Email + Master password was entered. The trail was operational.I wanted to purchase the product but the Family version. I navigated to the Family product version, and I completed the Family Purchase of 48.00 dollars. See Screen Shot at the end of the email.At that moment I was actually in the dashboard and was able to move through the links and saw there was 1 user in the family.I logged off the application and began to go to urls to begin use the functionality to log accounts. The login popup was not working.I tried to log in to LastPass to verify if I needed to be logged in for the popup to work.I accessed the LastPass login page - entered email address and the master password. The web responded with"The system responds with Please review the information you entered and try again. Dismiss"I tried to recovery using the "Send the Hint" but the system indicates there is not email address

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Accepted answers

heritier_b

The resolution has been found. The email account used to login is not the correct email address and thus why I never received an Invoice or email correspondence.

I see an article in the Community for changing the username email account and presume I will follow the same procedure.

Thanks You

BrianH1

All comments

rachael.orovets

Hi @BrianH1,

I do not see a LastPass account associated with the email address from your support case. So that we can investigate further, could you send me a Private Messagewith the receipt email/invoice from when your LastPass Families purchase was completed? 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.

heritier_b

Thanks for the presenting an option. The Technical article I cannot get past step 5

heritier_b

RachelO:

I have attempted the Technical Articlehttps://support.logmeininc.com/lastpass/help/how-do-i-change-my-email-address. The result is that I get to step 5, the verification, but do not get an email as the article suggests with or without the _b which is part of the correct email.

wxx6a8ltq4p4

If you have a Twitter account you can contact support that way it also seems speedier my issue was resolved by a refresh/reset on their side..

heritier_b

The resolution has been found. The email account used to login is not the correct email address and thus why I never received an Invoice or email correspondence.