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Please delete my account

iknownick

I wanted to try out premium LastPass as I have not been using a password manager and finally decided to start using LastPass for which I had previously sign up, but never actually used. This was years ago, so I forgot my password. I have desperately tried to log into my account. I was successful some weeks or months back, but I cannot remember my Master password.

Long story story, I have tried to go to the reset_account.php link on differing browser, differing platforms, etc. and been met with a screen that claims my Master password has been reset, Yes, I have been using a password that is at least 12 characters with upper and lower case letters, numbers, and at least one symbol. I have also tried strings of random alphanumerics + symbols. I have never been able to log into my account after these resets.

I have also tried deleting my account. I have navigated to the delete_account.php page and clicked delete account only to be met with a modal that simply says, "error." This has also been tried on multiple platforms and multiple browsers.

I just wanted to try the paid version of LastPass for my family because I heard the mobile app experience was good. Now I am so frustrated that I would never recommend this product to anybody. Please delete my account and remove me completely from the database.

Follow-up: ironically, even in typing this message to the board, I was met with an error. If this is a 4.5 star product, I would hate to see anything less.

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Accepted answers

glenn.dobson

Hi@"iknownick"and@"markdebella", welcome to the community.

If you have access to the email address you can reset the account (wipe it and create a new Master Password), by following these steps https://support.logmeininc.com/lastpass/help/reset-your-lastpass-account-lp010066 When asked if you know your Master Password select No.

@iknownickI looked up your account and see that we actually sent you multiple verification emails, this only happens when you correctly enter the Master Password from a device or IP address we do not recognize. Those verification emails will have expired by now, but if you had clicked on the link to confirm it was you, you would have been able to sign in.

LastPass Support

Hello @eferhilda,

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

I am sorry about the difficulties you are having with this process. Please instead, follow the process for when you don't remember your Master Password as it would not ask you for any additional steps. You can find the process on this article.

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

Thank you,
Henry | Customer Care

All comments

mark.debella

Hey Glenn - I appreciate the quick response. As mentioned in my message I am unable to recover the account. Upon following your instructions (attempted before as well), it requires me to provide an MFA code from my Microsoft Authenticator (Which I no longer have access to), and when attempting to proceed the site provides me the below error. Unless you have a means of getting me around that and recovering, I would appreciate some assistance in fully deleting my account so I can recreate it with the same email. Thank you!

DISABLE MICROSOFT AUTHENTICATOR AUTHENTICATION

This multifactor authentication service is not enabled for your account: Microsoft Authenticator.

Thank you.

mark.debella

I have a similar problem. In short, I'm unable to recover my account and need to delete it completely in order to start a new one using the same email address. Using the "Delete Your Account" page (https://lastpass.com/delete_account.php) I also receive an "Error" message when pressing delete, and am unable to proceed. Please help!

glenn.dobson

Hi@"iknownick"and@"markdebella", welcome to the community.

If you have access to the email address you can reset the account (wipe it and create a new Master Password), by following these steps https://support.logmeininc.com/lastpass/help/reset-your-lastpass-account-lp010066 When asked if you know your Master Password select No.

@iknownickI looked up your account and see that we actually sent you multiple verification emails, this only happens when you correctly enter the Master Password from a device or IP address we do not recognize. Those verification emails will have expired by now, but if you had clicked on the link to confirm it was you, you would have been able to sign in.

jeane99

I can't login because i have forgotten my master password.

the account recovery doesn't work.

if i request a hint , there is no hint in the email.

i cant unsubcribe from emails because i can't log in.

i can't seem to contact support. is it related to the pricing plan you are on?

all i want to do is to delete my account.

glenn.dobson

Hi@"jeane",

This article explains how to delete your accounthttps://support.logmeininc.com/lastpass/help/i-do-not-know-my-master-password-how-do-idelete-my-account

jeane99

thank you. i've been released.

appreciate the help.

cameron

I am also stuck in this insane loop. I followed all the instructions on this page (https://support.lastpass.com/help/i-do-not-know-my-master-password-how-do-idelete-my-account)very carefully, but at step 5 when I click on the link that is emailed to me I get a 404 error.

I did not actually ever create an account on LastPass under this email but somehow the system thinks I did and now I can't log in or do anything. I'm trying to set up a Teams account for my small business and actually want to pay you for your service but am unable. HELP!

nataliefordparker

Thank you! When the pop-up for "Do you know your password?" came up, I was clicking yes.

LastPass Support

Hello @eferhilda,

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

I am sorry about the difficulties you are having with this process. Please instead, follow the process for when you don't remember your Master Password as it would not ask you for any additional steps. You can find the process on this article.

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

Thank you,
Henry | Customer Care