Hi@dave.burton1
Welcome to the LastPass Community.
About your issue, the best practice isto attempt all the account recovery steps provided here: Recover your lost master password for LastPass
However, I can see that you don't have any data in your LastPass account, if recovery fails, and you don't recall your master password, you will need you to reset your account.
This will delete all the contents within your account (currently none), but it will allow you to continue using the same email address with LastPass and set up a new Master Password to log in.
For the reset process, please go to the following article and follow the outlined process.
https://support.lastpass.com/s/document-item?language=en_US&bundleId=lastpass&topicId=LastPass/reset-account-recovery.html&_LANG=enus
HildaC
Hi, Dave.
In the case where you are locked out of your email account and cannot confirm the IP/device verification request, you may use your new credentials to create an email support case and confirm your ID through an address you can currently access by clicking 'Request help' within the Verify Your Login Attempt article.
You will need to answer several security questions in order for LastPass Support to clear the other account's IP address.
HildaC,
Thanks for trying to help here.
The account which has no info, as you correctly identify, is not the problem. It’s another account which I can’t access. To access the LP Community, I created the blank account you’re looking at.
The problem is not that I’ve forgotten my LastPass master password – I’m absolutely certain I know that, it’s based on a famous line from an American poet. The problem is that I don’t have the password to my recovery email account – foolish mistake on my part, I just let LastPass take care of that, but now that password is locked in a LastPass account I can’t access. Catch 22.
The problem, I suspect, is that LastPass doesn’t recognise my location, based, I guess, on IP address. When I click “Use my location” on websites the last month or so, it misses my actual location by 100 miles.
I’m keen to recover my info, and am willing to pay (I’m currently on the free plan) but I just don’t know how. I’m not tech savvy, but I live in a tech world. I can give example accounts in the locked LP account if that helps.
Cheers
Dave
@dave.burton1 Not sure if that's a limitation of your device or browser, but I will create a support case for you. Please respond directly back to the support email with accurate ID verification answers.
@dave.burton1 Hi, Dave.
First expand the directional dropdown arrows, then you will find the button towards the bottom of that page.
We decided to collapse those details due to the length of the directions within each one.
Hopefully we'll have a better way in the near future to authenticate users who cannot access their email.
AshC,
I can see you’re trying to help here, but there are problems.
You state ‘expand the directional dropdown arrows’. It seems to me that you’re refering to the leftmost pane, where, under the bolded title ‘Contents’, I see ‘Collapse All’ and ‘Expand All’.
I clicked ‘Expand All’ and then did a search in both that leftmost pane and the main pane, for the terms, separately, ‘request’ and ‘help’.
My browser gave me these hits:
How can I request to move my Vault Data?
Step #3: Emergency access user requests access
Step #4: Approve or deny an emergency access request
Help! I think my LastPass account has been compromised!
Why am I getting a "Please contact your company administrator for help" error message after I log in to LastPass?
LastPass Business Helpdesk Guide for Admins (PDF)
Was this helpful? (Only hit on main pane)
None of these seem relevant to my problem. And there is no button saying ‘Request help’.
I’m sufficiently literate that I can see that you are genuinely reading and processing my input, and trying to help, but there is no button saying ‘Request help’.
I have been a freebie user in the past; I am willing to pay now this problem has occurred – but only if I can regain access to my existing account.
Sorry if that sounds harsh.
Thank you AshC, your support team have sent an email saying they're working on this.
Thanks for your help here, but when I click the link you suggest, there is no 'Request help' text anywhere on that page. I just descend back into the same circle which caused me to raise this ticket in the first place.
Can you send me a link to the 'Request help' page itself? Or do this by email?
I'm back in my LastPass account now. My email provider managed to regrant me access before LastPass - not a criticism, I understand you have to follow protocol.
The source of this problem, I think, is that my BB provider has inexplicably decided to relocate my IP address from the bricks and mortar address you can see on my account (I've lived there 20 years) to Chester-Le-Street, about 200 miles away. LastPass weren't happy, and I didn't have a backup plan. Sorry. Thanks for your help.
Please close. This has been sorted.
