can't log in on iPhone, not getting "We couldn't log you in" email, but master works on laptop

Question

Hi Folks,

I'm trying to log in to LastPass on my iPhone. I haven't had trouble before. It says "We couldn't log you in" and "Look for a confirmation email from LastPass: ...". I have not received one. I've tried this multiple times. I think I'm typing the password correctly, but I read that incorrect logins result in no email being sent.

However, I am logged in to lastpass.com on my Mac laptop. There, at lastpass.com, I am able to generate one time passwords, which involves typing my master password. This is accepted and then the one time password is shown. However, on the same laptop butdifferent browser (Safari instead of Firefox), I am not able to log in using the same email and master password. So maybe I'm typing the wrong password, but it's somehow ignored in the one time password confirmation?

What's going on? BTW I use a VPN on the iPhone but not the laptop, but I've tried disabling it.

I submitted a case yesterday but haven't had a reply :-/

Thanks!

LastPass Support · Answer

In this case I would suggest checking your email inbox's commercial and spam folders to locate the missing LastPass communications.  We definitely sent several of the verification requests to your address, and I don't see that you set a security email address separate from the login email.

LastPass Support · Answer

Hello @matt matt​,

Welcome to the LastPass Community!

I apologize for the delay in your case. I cannot get into specific details about your account here for security since it's a public space. However, I was checking the system and it's sending you a verification email to verify that is you the one trying to login. This is because the system does not detect the IP address from the one you are trying to access.

Look for the email inside your Inbox, Spam or even Deleted emails. Normally the email says: "Login attempt blocked" you just need to click the option that says "Yes, it was me" or "Verify device". By doing that process you will regain access to your account. Remember that the system only sends you a verification email when you use the correct master password.

You can also disable the email verification just in the meantime and maybe to keep your account with an extra layer of security enable a multifactor authenticator option (MFA). You can find the process to disable email verification here:  How do I disable email verification for LastPass? and to check which MFA option you can set up you can check here: Enable multifactor authentication for LastPass

Kind Regards,

Alejandra

LastPass Support

Matt matt · Answer

Hi Alejandra. Thanks for replying. I'm using Gmail and had checked the usual places with no results. I only got one of that type on 2/3 ("LastPass Security Notification: Login attempt blocked") but I haven't received any since. I didn't mention that I got a "LastPass Security Notification: Temporarily Locked" one yesterday, but I ignored it because it said "If you were attempting log in, wait 5 minutes and try again." So I don't know where the message you're seen is going. Do you have a specific date-time? --matt