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Broken process to recover master password via SMS

mark

I've been trying everything over the this last week to recover master password and have read all the support articles. When I try to follow the process in the support articles for SMS recovery of master password, I enter the SMS code I receive but then nothing happens, even though I have the browser extension installed and have been using it in this browser for years. I had to reset master password last month via email which worked without problem. I then setup SMS recovery and it's now not working - I wrote down my new master password last month and when I tried it again recently it didnt work. I reverted to previous password but that has not helped at all. How can I use email password recovery method instead of SMS? Or is there another way for me to reset as now I cant get any more SMS messages sent, and it is now saying link has expired and after a few more attempts the link doesn't load a web page at all. Very frustrating as I have years of passwords saved and can verify my identity with no problem via email or SMS but the SMS process appears to be broken and I need my passwords.

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LastPass Support

Hello @RockStarFrmMars,

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 your account. Our records show that you were able to enter the correct Master Password once but a verification email was sent to you.Please try to log in once more, then check your inbox for an email from LastPass with the subject "LastPass Security Notification: Login attempt blocked". Click on the link included to Verify new device or location. Then, try logging in one more time and you should be able to access.

Please note that the email is only sent if the correct Master Password is used.

Please let me know if this worked or if further assistance is required.

Thank you,
Henry | Customer Care

mark

Recovery process still saying "Link expired" after I enter my SMS code. I cant remember my previous password that I reverted to so need to follow recovery process but its not working

mark

LastPass Support

Hello @RockStarFrmMars,

In that case, there are no recovery one time passwords available in your browser extension. Unfortunately, I don't see any other recovery options available for your account and the only other option left would be to reset the account. However, this deletes all the items in your vault but allows you to setup a new Master Password to start over.

Please let me know if this worked or if further assistance is required.

Thank you,
Henry | Customer Care

LastPass Support

Hello @RockStarFrmMars,

The recovery one time passwords can expire or become corrupted if, the browser or the extension are reinstalled, if you clear the browser cache or if you change your Master Password and you did not log in on the extension since.

Unfortunately, we are unable to reset the Master Password for any of our users. However, if you wish to contact our support team. You can do so by using the "Request help logging in" link found on this article.

Please let me know if further assistance is required.

Thank you,
Henry | Customer Care

mark

Thanks for the reply HenryO_LP.

Is thereno recovery one time passwords available in my browser extension because of a fault of the software?

Resetting the account and loosing all of my passwords is not an option and I need to ask you to please persist with assisting me to recover my account via email. I'm happy to verify my identity via both email and SMS to enable recovery to proceed. Please let me know when I'll be able to take next steps to recover my account and contact me by direct message if needed. Thanks.

mark

Hi@HenryO_LP

Ive found where I wrote down my password but I have already rolled back to previous password so this most recent one now doesnt work. Are you able to roll my password forward again so its at the most recent?

Thanks.

LastPass Support

Hello @RockStarFrmMars,

I have restored the most recent password change.

Please let me know if this worked or if further assistance is required.

Thank you,
Henry | Customer Care