Locked out of Free account — neither "other browser" nor OTP recovery works

supportMae

A friend has locked out of LastPass Free account after forgetting master password, and has hit a dead end with every self-service option. Hoping someone here has run into this or knows an escalation path.

What we've tried so far:

1. Email/verification step — completed successfully, account verified.
2. "Try your other device or browser" option — LastPass shows a last login from the Chrome extension (Jul 30, 2026), but when I go through the recovery flow on that same browser, I get: "You're verified, but automatic recovery isn't available in this browser." I don't currently have access to another device/browser where I've logged into the LastPass extension before.
3. One-time password option — not sure he ever generated/saved one, and can't find any downloaded or printed OTP file.
4. Contacted Support via the web form — submitted with all requested info (name, IP address history, approximate vault size, account creation year, etc.) over a week ago. No reply.

My questions:

• Since this is a Free account, is there a different (or slower) support queue I should expect, or additional info I should provide to speed things up?
• Has anyone successfully recovered a Free account after exhausting both the "other browser" and OTP options?
• Is there a phone number or alternate contact channel for account recovery specifically, separate from the general contact form?

Any guidance is appreciated — trying to avoid losing access to the vault permanently if possible. Thanks in advance.

Hilda C

Hello @supportMae

Thank you for reaching out in our Community. The recovery process depends on whether account recovery was enabled and the recovery one-time password was stored.

Unfortunately, if:

• The LastPass extension was removed
• Local cookies and cache were deleted
• You haven't accessed the extension in more than 30 days
• No access since the master password was changed

The recovery one‑time password stored on it is permanently deleted, or have not been created. Then unfortunately, the vault cannot be recovered. At that point, the only available option is Account Reset, this will:

• Delete all vault contents permanently
• Allow you to keep the same email
• Let you create a new master password and continue using LastPass

Your friend can use the Request help Login in option to submit a support case, our team will contact him via email to review any available options on the account.