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Lastpass cant log in

christophersimpsonau

Hi All,

I am reaching out as I am locked pit of my lastpass.

I enter my master password and it tells me to check my email. I check my email and nothing. I check the recovery email and also nothing.

It won't let me do a reset, I simply don't get the email and it's not in my spam.

I can't contact tech support because I can't log in.

This has happened in the past and it's started working again after a few days.

I can use off-line mode.

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Accepted answers

karolpaola.hidalgo

Hello everyone,

Thank you for reaching out the Community Support.

I've reviewed the accounts and I could see all of you have a security email added, please review all your active emails and their inbox, review junk or spam folders too. You should have theconfirmations from LastPass, if you found an email that's out of date, please attempt to log in again, and trigger a new verification email.

Also, if you're locked out of LastPass because you don't remember your account password, you may create a case for Customer Support by clickingthe 'Contact' button in the middle of this page.

If you're locked out because you cannot re-sync MFA, you may create a case by clicking the 'Contact' buttonin the middle of this pagefor an email follow up.

Thank you!

All comments

howard.gyton

Normally it wouldn't be an issue for me, but since VM went down at the same time I now cannot validate my account.

VM will fix this eventually but for now it would be good to have LastPass staff to discuss options.

It's disappointing that support is held at arms length. Not even a webchat on their website. The AI one is utterly useless. It didn't even understand the phrase "Cannot log in to account".

And when I wanted to contact support, it asked me to log in. 😞

Once I'm able to get logged in I will look at what options are available for backing up email accounts. as I'd like to add my GMail account as well for occasions such as this.

christophersimpsonau

I'm sill having issues with this.

I was able to change my master password, but I still won't let me log in.

It says to check my secondary email. The email it is sending to is correct but I don't get the email at all.

I've checked my junk and still no email.

It says to contact tech support I need to log in. But the issue is I can not log in so how do I contact tech support?

howard.gyton

Are you with Virgin Media by any chance?

simon.salzedo

My problem is that I don't get the emails even though my email provider is working fine. Judging from other posts here, that is happening a lot. Please can we have a resolution quickly.

howard.gyton

I found an official link, and entered my works email, where I am right now.

It's not the account I use for LastPass, and there is no point doing that as its down currently.

I have not had so much as a boiler plate response to my works email yet.

I have to say I am seriously considering moving to other vendors at this point.

Note that these notifcation messages from LogMeIn go to my works account, and they come straight through.

dvelasc21

I was having the same issue after I was forced to redo MFA by last pass. I couldnt log in and Master password wasnt working. I went to my Security email (recovery email i setup) and my logins were being blocked because of an untrusted device. So I clicked on link that it was me and I can now log in.

simon.salzedo

My problem is the same. It started this weekend after updating the MFA registration as Lastpass required. Now I am completely locked out, never get the verification emails and have no means of contacting support. I have been paying Lastpass for years and I am disgusted beyond measure that they have now locked me out and wasted so much of my time.

Kenneth Soo

Sorry to hear about the troubles. You're in good company though. I started a similar thread. I'm about 26 hours ahead of you.

Most people sort it out when they check their registered security email address.

Unfortunately, nothing is coming to mine. So there must be a problem on their end.

I'm still waiting for a moderator to help me log back into my account.

If you're in real need of access to your vault, I did find a hack to get access to your vault, but I don't think that LastPass management would want me to share it on a public forum.

Ironic that I could get into my vault, when LastPass is making so much effort to stop us from logging into the accounts. A little unnerving when it seems so easy for them to lose control of the library, highlighting a systems issue. I don't blame the employee / contractor that exposed the library. I am more concerned that the system allowed the library to be in the open. But seeing that I was able to gain access, there are still security flaws not yet addressed.

Once you have your vault, if LastPass support is still unable to help, you can take it to another password manager. During this period of waiting for adequate support, I researched and discovered that there are cheaper (and free) managers out there that have the same if not more features. The help desk at Nordpass and 1password do not seem to be AI bots.

I would just like someone to help me log back into my account so I can update my credit card details. I've been with LastPass since 2009. You would think they would care to keep a paying customer.

simon.salzedo

0800 0698183.

simon.salzedo

I found the answer. You can ring the sales number and it gives you an option for tech support. The support guy was helpful and let me in and it turned out that I had a very old email address logged as a security email, which

I could remove.

Kenneth Soo

Can you tell me what the number is?

I've already been in email contact, but they haven't been able to help me. It did feel like I was communicating with an AI, though.

simon.salzedo

I called the sales number on the website and that gave me an option for tech support. They got me in and then showed me how to delete the security email address which was causing the trouble in my case.

simon.salzedo

In the UK, the number is in the top right of the screen at www.lastpass.comunder "contact us".

Kenneth Soo

It's not on the AUS website. I'm not prepared to use a VPN to access it. Can you just post the number?

christophersimpsonau

Do you have a link to help people who are not getting the email from lastpass? Yes if checked my spam.

I've tried one of the links below and it is to cancel my lastpass. I think it is probably the best solution as it's been weeks now of trying to solve this.

Today I got a survey on my case. I gave them one star and explained why I gave them a poor rating. Obviously I'm still stuck. Hopefully they see this and contact me.

Is any lastpass mod on here I could message my email to? Last time I tried they had direct messaging turned off.

howard.gyton

I couldn't get in because the verification messages were being sent to my Virgin Media account, and VM's email was down all that day, so I had no way to get in, and couldn't find a way to contact anyone at support to get me in either.

I had hoped that that as a paying customer there would be some helpline or "support@" address I could have contacted about this, but support seems to be entirely outsourced to this location.

I have old support emails when I have had issues in the past, such as being locked out by broken 2FA several years back, and they kindly temp. disabled that on my account so I could get in.

I did try to use the "Contact Support" button, but this of course asks me for my account email, which of course isn't working so they wouldn't be able to contact me. Instead used the work email I used to open this support account, and as expected I got nothing sent to that as well as it doesn't match a Lastpass account.

Just as a tip, could you please just return to having a support email address. Why complicate things like this when they can be so much easier?

If this is what support is going to be like going forward, where as response to my issue is almost a week later, I will have to look elsewhere for my credential management solution.

I've added a Gmail account as a security email option. I'm not sure if that means two emails are sent to both my master email, and security, but I'll see over the coming weeks.

karolpaola.hidalgo

Hello everyone,

Thank you for reaching out the Community Support.

I've reviewed the accounts and I could see all of you have a security email added, please review all your active emails and their inbox, review junk or spam folders too. You should have theconfirmations from LastPass, if you found an email that's out of date, please attempt to log in again, and trigger a new verification email.

Also, if you're locked out of LastPass because you don't remember your account password, you may create a case for Customer Support by clickingthe 'Contact' button in the middle of this page.

If you're locked out because you cannot re-sync MFA, you may create a case by clicking the 'Contact' buttonin the middle of this pagefor an email follow up.

Thank you!

christophersimpsonau

My SMS works fine. It was the email that I was not getting.

I changed the email my account was linked to many years ago so I believe that was the issue.

christophersimpsonau

Yay it's solved. I called them and they fixed it over the phone.

What great support. Very happy they sorted this out on a Sunday.

christophersimpsonau

I called the 1800 number on the website. It's Sunday so I wasn't expecting them to answer.

They are looking into it now. Fingers crossed.

risheendrard

How did they fix it? Did they send you a link to reset everything again?

I have an issue with not receiving the SMS OTP to reset for two days now.

They sent me an email on how to reset the master password but issue is with SMS OTP.

They did not reply after that.

christophersimpsonau

I called phone support and this is now solved.

The staff was great, I'm very pleased they were able to fix this over the phone on a Sunday. Great support.

adrik

THIS IS NOT SOLVED! having all the right emails, have all the logins but NO MAIL!

Scott Rynd

I am having the same issue described here and in a few other threads. I followed the instruction to recover my account and according to the LastPass desktop browser feedback it was successful. I received the email notice that my account Master Password had been changed.

HOWEVER,

1) the new Master Password is *not working* on my desktop or mobile device.

2) I submitted a request for Customer Support and the LastPass system indicated I would be contacted via email if I was entitled to customer support

3) I have *NOT* received any additional email messages from LastPass since changing my Master Password

4) I did follow the instructions in the final email I received that included a link to {Revert LastPass Master Password Change]

5) I am *STILL UNABLE TO LOGIN* with either the old or new password

6) Now I am *NOT RECEIVING EMAILS FROM LASTPASS*

7) YES, I checked all of my email addresses and ALL folders, including SPAM

How long should I expect to wait for an email from Customer Support?

How do I get Customer Support when I cannot login and I am not receiving emails from LastPass?

Please advise.

christophersimpsonau

I agree.

My issue is not solved. I renewed a month ago so I'm paying for something that does not work.

christophersimpsonau

Issue was the security email was never getting from lastpass to my email address, I believe it was because I used that particular email on a different laspass account.

I had to change my email to something else before I could get around this problem.

Bit annoying, seams like a bug. Its working, just have to manage an additional email account to recieve the last pass security email.