I am unable to login to lastpass. I have not forgotten my master password. When I try to login I get the message: To continue: Check your inbox for an email from LastPass:so***@officeassistants.co.nz * or* Review your login info and try againI do not receive any email from lastpass. I tried to recover my account and I do receive an email with a recovery link however when I click on the link it says it is expired even though it has only just arrived. I am getting very frustrated as all my work logins are kept in Lastpass and I can not access them. If I can not recover or gain access to my account I will be forced to find an alternative password manager which I don't want to do. Please assist. Thanks and regards Sonia

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Can't login to Lastpass

sonia

I am unable to login to lastpass.

I have not forgotten my master password.

When I try to login I get the message:

To continue:

Check your inbox for an email from LastPass:so***@officeassistants.co.nz

or
- Review your login info and try again
  I do not receive any email from lastpass.
  I tried to recover my account and I do receive an email with a recovery link however when I click on the link it says it is expired even though it has only just arrived.
  I am getting very frustrated as all my work logins are kept in Lastpass and I can not access them.
  If I can not recover or gain access to my account I will be forced to find an alternative password manager which I don't want to do.
  Please assist.
  Thanks and regards
  Sonia

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Accepted answers

ash.canon

I apologize for the re-sync difficulty this week as we upgrade LastPass user security. If you're still experiencing login trouble after attempting to reset MFA vialastpass.com, and cannot reach Customer Support directly, please click my Community name to send a private message with your full name, LastPass email address, error messaging, 2FA type, and backup email if your primary is not accessible.

All comments

ash.canon

I apologize for the re-sync difficulty this week as we upgrade LastPass user security. If you're still experiencing login trouble after attempting to reset MFA vialastpass.com, and cannot reach Customer Support directly, please click my Community name to send a private message with your full name, LastPass email address, error messaging, 2FA type, and backup email if your primary is not accessible.

christopher.bracht

This is a PIA, but I created a new LastPass account with a different email and contacted support that way. They need a lot of info for verification, so be ready but I was back in my account after about 10/15mins with them. Hope this helps

evanraskob

Same here since last night, on all my devices! Can't contact support either because it requires log in. I'm worried I should have dumped lastpass awhile ago...

David Blum

Glad you got back in! I'm still locked out. I'll begin transferring over to 1password. Luckily, I keep back-ups.

Cheers,

d./

David Blum

Does customer service ever check the community or is it akin to the land of misfit toys? I thought I had a subscription, but now I am glad that I don't. This is just horrible customer service. I mean, LogMeIn paid $110M for LastPass, and then let it get buggy. Not sure what their business plan is. I was going to transfer out of it earlier this year because it became really buggy. My company is looking for a new software management software, I'll definitely vote against LastPass.

katefrakes

Having the same issues. As stated; the lack of access to customer support without logging in is very frustrating.

David Blum

That stinks (I said something different, but I am getting #canceled) ... Sorry.

katefrakes

Sad thing is; I have a paid subscription and still no support. Looks like the land of the lost toys it is.

David Blum

I guess I'm moving everything over to 1password. I wonder if LastPass is filing Chapter 11?

Peter Pizzo

How did you get back in? I'm having the same issue as everyone else here.

evanraskob

I got back in again, but the lack of a contact option for support was pretty terrifying, as was the lag in disabling multifactor (and no reason for why it stopped working in the first place!)

Georg Zimmermann

Hi,

I also can not login to my Account. no recovery options works. i need Access to my Account.

christophersimpsonau

Trying to private message you to get my account fixed but it says your private messages are turned off.

Please let me know how I can contact lastpass to fix my account as the emails the never come through.

christophersimpsonau

I am having the exact same issue.

I was actually able to reset my master password via the send sms function and it still won't let me in. I pay for it so why can't I get support? Anyone know a way to contact support so I can get my account back?

drew.ja

I have a similar problem. I try to login with my master password, and it prompts me with the same message above to check my email. There is no email. If I try to click forgot password, I get the password hint email, so I know my email address isn't the problem, if I get that email.

Being unable to contact support without being logged in is a big issue.

mcouzinet

same here.

Can't login, so can't contact support.

Dustin Wells

I sent you a DM. I have this same issue and my master pwd isn't working. I cannot call support since I cannot log in 😞 Can you help? Thank you! I shared my email in the private message I sent a few mins ago.

es11447

Doesn't work, like everything else from this deadbeat company. Urge all to switch to another password company. I just tried 1password for free trial of 14 days and already seeing vast improvement.

zinnia_bezels0t

Try turning off your internet connection, then log into last pass, after 10 seconds it will give you the option to log in offline... you will then have access to your passwords

Henry Eduardo Ortiz (3P)

Hello @SJConnon,

My name is Henry and I am happy to assist with your inquiry, and appreciate you contacting LastPass Support!

I am sorry about the issues you are having with your account. I have verified the logs on your account and see that our records show the failed login attempts are because of an incorrect Master Password is being used. If you are still unable to follow account recovery, please contact customer support through the link found on this article for further assistance.

Please let me know if this worked or if further assistance is required.

Thank you,
Henry | Customer Care

sonia

Thanks Henry.

I is pretty hopeless that you can't access support without logging in.If I had been able to login I wouldn't need support!!!!!I tried to revert my password and that failed so I am stuck.It is all good. I have switched to Bitdefender Password manager and I am delighted with how it is working.Good bye Lastpass and Good riddance.

lethanhx2k

OMG! just found out quite a lot ppl have been affected like me, the support service is really bad

matt_wood77

joined up to send you a private msg but said i'd exceeded the number of private messages that I could send (first one ever). I have this same issue.

James Zeithaml

I can't log into LastPass. Been a member for many years. Daily user through iPhone which was recently reset.

I don't remember my password.

I tried using the Accoung Recovery, but it stalls with message saying I need to have the LastPass browser extenstion installed, but I can't figure out how to do that.

I can't login to open a case with customer service. I also can't figure out how to send private message to AshC as advised at the top of this chain. I click on his community name, am taken to his "about" page, but see no option to send private message.

Michael Harrison

I am in the same position as the original poster and have had no response from other Lastpass customer support. Any help you can offer would be brilliant.

I have tried resetting MFA, but it no longer works.

I have tried requesting an SMS message, but I don't receive one.

I have tried requesting a call, but I don't receive one.

James Zeithaml

Hello mhar2219,

I got no help, and was unable to ever reach customer service. I ended up killing my vault, and getting another service (Dashlane). I also had no luck closing my service with LastPass. It will be intersting to see if they charge me.

Of course, I lost all my passwords, and getting those reset has been annoying.Good luck.

David Blum

The exact same thing is happening again... Can support fix this problem???

coross

Hey there I need help with my lastpass access too. So the email associated with the account no longer valid. My name is Karoly Oross My email for the account was coross@ocorpmediaservices.com, my new email is : coross@ocorpmedia.com. I hope you can help. I tried looking for a way to direct msg you, but am lost. Thank you in advance