Trying to purchase and stuck in a loop

carmenmartinabosse

Hi there,

I've been spinning in a loop trying to purchase a premium account and it's veryfrustrating. I'm wondering why I keep trying and don't go to a competitor...

I had an account with my previous job and had added my personal email. However, when I try to connect now, it's notworking. I can't create a newaccount, I can't upgrade, I can't do recovery, and of course, I can't contact support. Please help me out.

glenn.dobson

Hi@"CarmenM", welcome to the community.

I looked up the email address that you used for the community and I see it in our system already from 2017. As you are unable to sign in I would suggect that you reset the acccount, this will wipe it and allow you to create a new Master Password so you can sign in again.

1. Navigate tohttps://lastpass.com/reset_account.php.
2. ClickReset
3. When prompted, clickNoto indicate that you do not know yourmaster password
4. Continue past the warning and enter your email address, then click Send Email
5. You will receive an email with a link to click on, follow the instructions displayed to create a new Master Password