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

fahad.qureshi

First off I want to start off by saying I am having the absolute worst experience I have ever had with a paid service. I have been stuck in an endless loop trying to get my issue resolved and this is my last resort after which I will run out of ideas.

My wife had to reset her lastpass account because she forgot my master password. Following that I re-invited her to my lastpass family account and started sharing passwords with her again but every time she tries to accept a shared password she is getting ERROR: We couldn't find the private key required for decrypting shared passwords. On the app when trying to accept password she keeps getting "undefined" error.

I tried to contact support online and every time I fill out the Contact Us form it says "Error! Please try again, or call for support." I tried calling and selecting the appropriate option which resulted in a recorded message "Please go to the website for support" and immediate hang-up.

I am starting to think it was a mistake signing up for the lastpass premium account as support is virtually non-existent.

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Accepted answers

glenn.dobson

Hi@"fahadqureshi"

The sharing keys have been removed from the account. Please have your Wife sign out of LastPass and then sign back in through the browser extension so that new sharing keys are generated. You will need to remove the original share and then share the item with her again.

All comments

rachael.orovets

Hi@"fahadqureshi",

Sorry for any frustration.Our team is aware of the issue causingsome users to not be able to create a supportticket and is working to investigate & resolve this ASAP. In the meantime, we can try manually clearing the sharing keys for your wife's account and regenerating them to see if it fixes this issue. So that we have the correct details, could you send me a Private Message to let me know the email address associated with your wife's LastPass account? 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.

glenn.dobson

Hi@"fahadqureshi"

The sharing keys have been removed from the account. Please have your Wife sign out of LastPass and then sign back in through the browser extension so that new sharing keys are generated. You will need to remove the original share and then share the item with her again.

fahad.qureshi

Glenn,

Thanks for the assist, after following your steps above my issue appears to be resolved and my wife once again has access to my shared passwords. I appreciate the help.

fahad.qureshi

Rachel,

Thanks for you help my issue has been resolved I appreciate your help.

wishingwellaffiliates

@GlennD @RachelOI am running into the same issue and have not been able to access our shared data for over 6 months. I am also not able to access the Sharing Key either as well as any settings involved in that.

Can ANYONE please help manually clearing our sharing key so that we can access our passwords again?

We are also having major issues with not being able to use any of our edit or launch buttons as well. At this point we are about to leave Lastpass 😞 it's been such a struggle

wishingwellaffiliates

Hello,

Have been running into the same issue for over a year. I did all the tips and tricks and nothing is working. I have 9 shared passwords and I cannot see or access any of them. I don't even have the option to generate a sharing key. Please help - I need access to those shared passwords!

mariaconcessaarceo

Hi, @glenn.dobson@rachael.orovetsI'm getting the same issue, can you please help me? I also can't find the generate a sharing key in my advanced options.