Continue to get Error stating Unable to Change Password

Question

I've had a phishing email from a colleague that was opened and when I tried to change my Outlook Business account's password inside LastPass to match what my new password is, I get an error.  I got the error when manually trying to change it and when LastPass noticed the new login info and I tried to update it.

Is this a known issue or am I missing something?

RyanS · Answer

Thank you for the support and guidance.  I tried everything you listed - logged out/deleted extension, cleared cache and temp files and cookies.  Downloaded extension for site and logged back in.  Once I tried to change the password in LastPass to match my Outlook login I got the same error message:

RyanS · Answer

Thank you for your support and suggestions.  I tried what was suggested - Logged/Deleted Extension, Cleared Cache, Downloaded from site and tried again and I get the same error.  See image below:

Heyner Obregon (3P) · Answer

Hello @RyanS

Welcome to the LastPass Community.

We apologize in advance for the issues you have been experiencing using your LastPass account. I have killed your sessions, I have also cleared your sharing keys.
 To resolve this issue please do the following:

log out of the LastPass extension (red square on the top right hand side of your screen)

remove the LastPass extension (right click your mouse, select remove)

clear your cache and cookies from your browser for the last 7 days (settings, privacy and security)

add the LastPass extension (download it at lastpass.com/download)

log in and test it out

If the issue continues, please provide a screenshot of what you are seeing and we will follow u with you.

Please let us know if there is something else we can do for you.

Greetings!

Heyner | Customer Care