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Can't log in to LastPass as I don't have access to my email address or security email address

hjkurtakko

Yesterday I installed a fresh Windows 10, and downloaded a chrome, and aLastPassextension, where I successfully logged in.

Next morning I'm trying to login but it asks verification from my email, which I can't access without accessing the vault, it's good that theyaskverification when something is different, but I already logged in once, tried to log in on the same desk-pc on the same network. I'm free user so like many other I don't have any support, and because I've free I cannot be logged-in in two devices at same time, so I cannot login event from my phone.

Tried to recover my account with the phone and fingerprint, changed my master-password, tried to login with same verification text, and now I cannot even recover from phone.

I've sentsupport message, but I think they are responding to the email which the account isregister, or the support is slow as hell.

I've read a couple of discussion and seems like I'm not alone, I know I'm a free user so I don't have voice like your paid customers which no-one seem to get help, this is complete bullsh*t.

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Accepted answers

rachael.orovets

Hi @jvtech,@Alex_Mercer and@"olleD",

If you're not able to log in to your email to verify yourlogin, please go through the password recovery process for your email provider to regain access to your email and then verify your LastPass login. You could also try accessing your Vault in offline mode, if that was previously enabled. To do this, first disconnect all network/internet connections on your device/computer then try logging in to LastPass and you may be able to access a cached version of your Vault to retrieve your email password.

If you do not have access to your email account and there is no way to recover access to your email account through your email provider, you will need to open a support ticket, and please make sure to include an alternate email address that you can be reached at (create one if necessary.) To create a ticket please scroll down and click Contact Support at the bottom center of this page so that the support team can further assist: https://support.logmeininc.com/lastpass/help/why-am-i-nbsp-seeing-a-message-error-nbsp-please-verify-your-email-in-lastpass

All comments

walther

Hello,

I have a problem.

As of today, we have to verifyvia our email account to access LastPass.

Unfortunately, we have not had access to this account for a couple of years as it belonged to a former employee and has been deleted.

How can we get access now?

*post edited by moderator to remove account information

rachael.orovets

Hi@"DestinyGmbH",

If you're not able to access the email address associated with your LastPass account, please create a ticket for the support team as they will need to assist with getting you logged back in to your account. To do this, please scroll down and click contact support at the bottom center of this page:https://support.logmeininc.com/lastpass/help/why-am-i-nbsp-seeing-a-message-error-nbsp-please-verify-your-email-in-lastpass

Once you are logged back in to the LastPass account, we would recommend exporting the Vault contents, creating a new LastPass account with an email address that you can access, then importing the Vault contents in to this new account as in order to change your LastPass account email you do need access to your current account email.

hjkurtakko

I can recover my account with phone and fingerprint, but still cant **bleep**ing log in.

hjkurtakko

Now i cannot even recover my account from the phone, please someone help me, I cant access anything without lasspass.

rachael.orovets

Hi @HenriKurtakko,

If you're not able to log in to your email to verify this login, please go through the password recovery process for your email provider to regain access to your email and then verify your LastPass login. You could also try accessing your Vault in offline mode, if that was previously enabled. To do this, first disconnect all network/internet connections on your device/computer then try logging in to LastPass and you may be able to access a cached version of your Vault to retrieve your email password. Please be aware that changing your master password will not bypass the need to verify your login via email, so we do not recommend changing your master password as this will not remove the need to verify via email.

dennisbaker

I no longer have access to the email address associated with my LastPass account and therefore can access the authentication email being sent when I try to log in. I know the master password I am entering is correct, but can not access the account without first accessing the email to verify my device.

I sent a message through Contact Support to email me at my current email address or at my phone number. I am a premium member and noticed there is 24/7 email support with that subscription. I sent the message about six hours ago and wondering how long before I would be contacted.

Thank you.

jon.e.vachon

I have been using LastPass for some time now. I log in to it almost daily. This morning it said I need to check my email to verify it is me. I know the master password is correct, and I can't get in my email because the password is in LastPass...I am also unable to reset my email, because it sends the reset link to a different email that I can not get in either due to the password being in LastPass.

This is very frustrating. I thought the whole point of a master password is so you only need to know one. I have not manually entered any email password for years and now I am stuck being unable to get my passwords.

nst.m4a1

I have been using Last pass from a long time. I log into it almost on daily basis. Tonight it asked me to re-login. When I entered my master password, it asked me to verify my identity by checking security email. I do not have access to my email account I registered Lastpass with as its password was created by and saved in Lastpass vault only. To reset my registered email account, I need recovery which is again saved in Lastpass.

I tried account recovery via SMS passcode which gave me option to recover account. Then it asked to use Authenticator code which I did but it failed and asked to contact Support. I tried multiple times on same browser I log into daily to no avail.

This is very frustrating. I am stuck here unable to access any of my password which include from Netflix to my company email. I cannot imagine resetting password of 40-50 accounts without recovery keys which are saved in Lastpass as well. Why cannot I log into my Lastpass account when I know my Master Password, I have Authenticator app and SMS passcode to verify myself ?

olle.dencker

I can't log into lastpass and the reason is as follow. The 'recovery email' that is used for not only recovery apparently, but recently also is used for account verification when you are at a new location, is an old one (I'm fairly sure I have changed it but what do I know) that I do not have access to. This means that I can't verify that I'm using a "insecure location", recover the password or create a support ticket. Now I do have 2 factor enabled and I thought that was to not be required to approve a new location (or at least simplify the account recovery process). To add to the problem, when I try to recover the password it does not seems to work on Linux Chrome (or Linux FF) with the plugin installed. I get an "lastpass.com says

LastPass account recovery failed.

The LastPass browser extension hasn't been installed.

Please try account recovery again from a browser with the LastPass extension."

Any suggestions on how to move forward, I feel a bit stuck...

olle.dencker

I had Lastpass chrome extension installed on chrome in a win 10 WM and I get the same error message when trying to recover

dmpeakejones

Rachel:

I have the same problem as @DestinyGmbH.

I cannot verify my identity with LastPass because the email address I used when I set up the account no longer exists.

EVERYTHING I try to do to recover my account now asks me to check an email account that no longer exists.

I read that I need to set up a support ticket but this seems to be impossible without checking the same non-existent email account

I desperately need help with this.

Thank you

rachael.orovets

Hi @jvtech,@Alex_Mercer and@"olleD",

If you're not able to log in to your email to verify yourlogin, please go through the password recovery process for your email provider to regain access to your email and then verify your LastPass login. You could also try accessing your Vault in offline mode, if that was previously enabled. To do this, first disconnect all network/internet connections on your device/computer then try logging in to LastPass and you may be able to access a cached version of your Vault to retrieve your email password.

If you do not have access to your email account and there is no way to recover access to your email account through your email provider, you will need to open a support ticket, and please make sure to include an alternate email address that you can be reached at (create one if necessary.) To create a ticket please scroll down and click Contact Support at the bottom center of this page so that the support team can further assist: https://support.logmeininc.com/lastpass/help/why-am-i-nbsp-seeing-a-message-error-nbsp-please-verify-your-email-in-lastpass

rachael.orovets

Hi @dpeakejones,

If you're not able to log in to your email to verify this login, please go through the password recovery process for your email provider to regain access to your email and then verify your LastPass login. You could also try accessing your Vault in offline mode, if that was previously enabled. To do this, first disconnect all network/internet connections on your device/computer then try logging in to LastPass and you may be able to access a cached version of your Vault to retrieve your email password.

If you do not have access to your email account and there is no way to recover access to your email account through your email provider, you will need to open a support ticket, and please make sure to include an alternate email address that you can be reached at (create one if necessary.) To create a ticket please scroll down and click Contact Support at the bottom center of this page so that the support team can further assist: https://support.logmeininc.com/lastpass/help/why-am-i-nbsp-seeing-a-message-error-nbsp-please-verify-your-email-in-lastpass

halocrazyer

I have the same issue I need to get into my lastpass really bad to get my passwords and stuff out and out of nowhere my masterpassword isn't working this is just crazy and customer support is horrible I had to tell everyone I know to just get your stuff and back it up while you still can because this isn't even right I need them to fix that so I can get in or atleast let me get my stuff out so I can have my passwords and usernames

nst.m4a1

Hi @RachelO

Thank you for your response. I submitted support ticket last week but no response from Lastpass team yet. I submitted new ticket today again. I have MFA and SMS passcode to verify myself. I have no way to access my registered email. I tried offline vault but that failed. Registered email I use is of ctemplar domain whose recovery key I saved in Lastpass in case I lose its password, I now realize that was very stupid of me to store both password and key at same place of my registered email.

Please understand its a huge inconvenience for me not being able to able to access my vault which has all my complex passwords created by Lastpass with their recovery key itself. I am ruined if I do not get access to my vault sooner. Anything you or support team can do to expedite the request (already one week passed) would be highly appreciated. As I said, I have everything to verify my identity except registered email access. I have provided alternate email in both tickets. How long would it take for support team to respond ? I am checking my email on alternate email mailbox from last 7 days in high hope. Awaiting your response.

tereyoun

I am so desperate since I cannot access anything now… could someone help please…

tereyoun

I am not able to access my LastPass account and the message says I need to check my email. But the problem is, I cannot access my email without login LastPass first… I thought it is the whole idea of Lastpass - only need to remember one (master) password? I am so relying on lastpass now so I do not record the password of my email account anywhere else…

It is a deadlock situation, please help me out…. I am not able to access anything now…

my ticket number is 15869560.

rachael.orovets

Hi@"TerryYoung",

If you're not able to log in to your email to verify this login, please go through the password recovery process for your email provider to regain access to your email and then verify your LastPass login. You could also try accessing your Vault in offline mode, if that was previously enabled. To do this, first disconnect all network/internet connections on your device/computer then try logging in to LastPass and you may be able to access a cached version of your Vault to retrieve your email password.

If you do not have access to your email account and there is no way to recover access to your email account through your email provider, you will need to open a support ticket, and please make sure to include an alternate email address that you can be reached at (create one if necessary) when creating your ticket.