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Can't delete lastpass account

formermember

Hi!

I recently moved away from lastpass so wanted to delete my account, however I seem unable to do so. No matter what I try, I get the "Something went wrong, account is not deleted!" error message.

I've looked at the other articles and the solutions there (knowing my master password, without knowing my master password, disabling 2FA, killing all sessions and opening the link in incognito) - yet all lead to the same error message!

Hope this can be sorted!

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Accepted answers

zeratul2k

I decided to go ahead and create a ticket. A solution was provided as my account was deleted by the support personnel.

ash.canon

Hi@Former Member I'm sorry for the error messaging there. This can be caused by a new billing system on our end, so I'll take a look at your account for the blockage and message back when everything looks clear.

All comments

zeratul2k

I decided to go ahead and create a ticket. A solution was provided as my account was deleted by the support personnel.

zeratul2k

Update on this problem: on a Debian Buster installation, tried the steps outlined on the official help article on how to delete the account and got the same result as described yesterday. Browser used was Firefox 78.8.0esr and a different internet connection (cellphone data connection instead of home broadband).

rachael.orovets

Hello,

Could you make sure that none of the browsers you are using are blocking Javascript (or that there are no other content blockers or popup blockers running in the browser/in the browser settings,) which can make the page not load fully and thus the Delete button not show or work as expected.

If you're still not able to delete your account after verifying these browser and/or other extension settings, please create a ticket for our support team who will be able to assist further. To do this, please scroll down on this page and click the "Contact Support" link at the bottom to open a ticket with the support team:https://support.logmeininc.com/lastpass/help/delete-your-lastpass-account-lp010012

chrisgrehan

The lastpass site seems to have some sort of glitch when i try to delete my account.

I've been using the method suggested at link below to delete my account.

https://support.logmeininc.com/lastpass/help/delete-your-lastpass-account-lp010012

When I'm asked if I know the master password , Iclick on yes and the page loads an empty pop-up titled LastPass with not option to delete or go to another page. I've also tried the method saying I don't know the password. It then send a link to my email to delete account. that sends me to a different page that says delete your account but also does not provide any links or way to delete account.

I've tried this on 3 different browsers with the same results.

Why is this so hard, and can someone help me out?

chrisgrehan

Thanks for response. I didn't see it but just replied now.

Hopefully they can help me. Unfortunately I accidentally closed ticket earlier by clicking a link before reading email carefully. Hopefully I will still get a response.

chrisgrehan

Anyone? I know I'm not the only person who deals with this. I created a ticket and the support I received did not solve the problem.

rachael.orovets

Hi @GudbuyTLP,

I see that our support team sent an email to your LastPass account email on March 6, 2021 to let you know how the support team can help to delete your LastPass account. If you did not receive that email, please let me know and I can have the team re-send that email so that the account deletion request can be completed.

rachael.orovets

I checked and do see that your case is still active/open and your support rep will reach out to you as soon as possible via email.

cmudryk

Exact same issue here. I have a ticket open, but they have offered nothing helpful.

rachael.orovets

Hi @MaxHeadroom59,

I wasn't able to find a support ticket for you, so that we can investigate could you send me a Private message to let us know your LastPass account email?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.

chrisgrehan

Hi RachelO

My lastpass acct was deleted with the help of the support team.

Appreciate your help with getting this taken care.

Best,

Chris

cmudryk

Support team was able to manually delete my account. Thanks for the assist.

demogorgon1988

I see that the same issue persists. I even tried it with a mobile device and different browsers! Way to go, LMI.

I think I will have to create a ticket as well.

formermember

Same issue for me, I used to be a paying customer for years, used to recommend LastPass to everybody since last year I slowly moved away and now I cannot delete the account and need to spend hours to get a simple delete done.

Since at this pointmy account is free I can't contact support. So what do I need to do in order to delete my account? Any help will be really appreciated. (I've already tried multiple browsers and lowering security settings)

glenn.dobson

Thank you@Former Member This is such a weird one, I have never been able to recreate it. I am going to talk to our team and see if there is something we can look at in the browser diagnostics that might help identify why it does not load like this for some customers.

glenn.dobson

Hi@Former Member If you have access to the email address that the account is registered to, you should be able to delete it even if you no longer remember the Master Password. What exactly happens when you follow the steps in this support article? Do you never get the email, or does nothing happen when you click on the link in the email?

formermember

Hello Glen!

I do have access to the account, I do have the master password. I did all the steps and when clicking Delete a pop up appears but it does not load completely, All I see is a small pop-up with LastPass as title and no body.

I've tried with different browsers, made sure even all cookies were allowed but I have the same result with Chrome based browser, Firefox and Safari.

formermember

Thanks @GlennD, I'm adding here the screenshot. This happens after clicking Delete and selecting I do have my Master Password.

7356i9550A799389E091A

Thanks!

rachael.orovets

Hi @Former Member, Our team would like to further investigate this issue as we haven't been able to reproduce it on our side just yet, we have created a support ticket on your behalf for this issue. Please check your email as the support team sent an email to you on Oct. 12 with more information, and please respond to that email as well with any additional information or questions.

Jamison Deuninck

Hi Rachel!

was this ever resolved?

I want to recreate my account and singup for a paid subscription, but i forgot my masterpassword and was in the middle of a trial.

glenn.dobson

Hi@"jdeuninck",

No need to delete the account, if you follow the steps in this support article you can reset your account and create a new Master Password for ithttps://support.logmeininc.com/lastpass/help/reset-your-lastpass-account-lp010066

aaron

I'm also unable to delete my account. I'm a free user (I dropped my many-years-old premium subscription when LastPass crippled family accounts a while back), so I have no support options. When I go through the process, I get a dialog saying "Something went wrong. : A". I tried the no-master-password flow, and got "Something went wrong. : E". How helpful.

This seems to have been broken for a year, and it's pretty critical - I don't want a gigantic pile of my most sensitive data on LastPass if I'm not using it.

glenn.dobson

Hi@"aaronsher", can you please try this method:https://support.logmeininc.com/lastpass/help/i-do-not-know-my-master-password-how-do-idelete-my-accountWhen you get the email, please open the link in an incognito/private browser tab to ensure nothing interferes with the final step.

aaron

That worked, thank you! So maybe it's a Chrome extension causing the problem? That never occurred to me, but it should have. Thank you again!

formermember

I tried to delete my account, but it did not work

I had read these posts

Various solutions were tried and none of them were successful.

How can I delete my account?

formermember

I need to delete my last pass account (GDPR).

Not only I got an error but I have to make an account tologmein.com which is outrageous after of 7 years of using your products.

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Any ideas on how to solve this?

glenn.dobson

Hi@Former Member, as you are able to sign into your account can you please try the following? Kill all active sessionshttps://support.logmeininc.com/lastpass/help/how-do-i-view-and-manage-my-active-lastpass-sessions-lp070013 Use this method to delete your accounthttps://support.logmeininc.com/lastpass/help/i-do-not-know-my-master-password-how-do-idelete-my-account

formermember

Nope and nope .

1. I killed all the sessions but the current one a tried -> error

2. I requested the deletions by email (no master password) still failed

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You guys need to check you error logs 😜

glenn.dobson

Hi@Former Member, Thank you for confirming that you tried all of the suggestions already. I have not been able to identify why this only happens to certain accounts and not others. Once I know what specific log files etc are needed to investigate this issue I will post instructions so they can be gathered from those experiencing this problem before your account is successfully deleted.

formermember

Hi @GlennD, I'm having the exact same problems as YetAnother User9 - I tried deleting my account yesterday on the last day of my subsciption but it wouldn't work and I foolishly gave up for the day without realising I wouldn't be able to lodge a support ticket today 🙄

I've also tried all the kill active session and delete account without knowing password (which I do) steps you shared and it still isn't deleting the account. Absolutely bonkers that the error code doesn't include a link to anything, let alone customer support to ACTUALLY delete your account for you.

What's the next step please? Thanks