Help! My office is switching from .ca to .com emails. Passwords were shared to my .com, but I hadn't updated LastPass yet. Now it says the .com is already in use—but it's me! How can I link the .com to my account? Thanks!

crystal

Help! I use LastPass for work, and my office is in the process of transitioning our emails from .ca to .com. In the interim, all emails, regardless of whether they are addressed to my .ca email or the .com email, are being delivered to the same inbox. Someone shared some important passwords with me, I clicked on the email to access my vault, but it turns out that they were shared to my .com email address, and I had not yet updated my LastPass to this email. Now, when I attempt to update my email in LastPass, it says that the .com email is already associated with another user, but that user is actually me. Any advice on how I can connect the .com email to my account??? Thank you!!

LastPass Support

Hello @crystal​,

Welcome to the LastPass Community!

I was checking the system and it seems that due to someone shared something with the .com email prior having an actual account with that email that triggered the creation of it. However, this is an account you will not be able to access. You will need to follow a delete account process without knowing the master password for the .com account and once deleted you can change the email for your account and request the person who shared with you to reshared the items. You can find the process to delete the account here: https://support.lastpass.com/s/document-item?language=en_US&bundleId=lastpass&topicId=LastPass/delete_your_lastpass_account_dont_know_mp.html&_LANG=enus

The process to change email after the deletion of the .com account is: https://support.lastpass.com/s/document-item?bundleId=lastpass&topicId=LastPass/change-email-address.html&_LANG=enus

Kind Regards,

Alejandra