Unable to Use Account Recovery

Christopher Norman

Hello,

I needed a buy a new computer because the battery on my old one died, so I was unable to transfer from one laptop to the next. I can't login to LastPass. I don't know my Master Password, and when I go through the process (on Safari) it indicates I don't have the correct extension, but I do have that extension. I didn't have the one-time password feature set up, and I don't have mobile access for recovery in this way either. Where do I go from here?

LastPass Support

Hello @CNormanRN,

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. Is the old laptop not working at all anymore? The account recovery only works from a device where you already logged in before, so you would need to use the same browser/extension on that computer to be able to use the recovery.

If this is not possible, the only options to access again would be by using the correct Master Password or by resetting the accountto start over.

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

Thank you,
Henry | Customer Care