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Support Articles

Reset your master password using a one-time password

One-time passwords (OTPs) can be used during the account recovery process if you forget your master password and need to reset it.

Remember: Make sure you are attempting to reset your master password using a device and browser where you logged in previously.

Troubleshooting: Before proceeding with the following recovery options, be sure you have temporarily disabled pop-up blockers; otherwise, you must allow pop-ups from the LastPass website when prompted in your web browser toolbar.

https://vimeo.com/1128335281?fl=pl&fe=sh

Note: If you have a LastPass Business or a LastPass Teams account, before performing any account recovery steps, consider contacting your company's LastPass admin for assistance:

You may receive support faster from your LastPass admin

Your LastPass admin may be able to reset your master password for you.

Your company may have policies enforced that prevent you from performing account recovery

If your LastPass admin has enabled the "Prohibit account recovery" policy, it means you are unable to log in to LastPass without a master password, and therefore you will be unable to perform any type of account recovery. In this situation, only your LastPass admin can provide assistance. Either by resetting your master password for you or by temporarily removing you from the policy so that you can use account recovery options.

About using a one-time password

You can generate one-time passwords after you have logged in to your LastPass account. They are safe to write down on paper or into text files. However, LastPass Support cannot provide you with one-time passwords.

You can use a one-time password (OTP) to recover your account if you fulfill the following requirements:

You generated a list of one-time passwords ahead of time.
Automatic recovery was not successful for your browser & device combination during the account recovery process.
You have access to your list of one-time passwords (printed or stored elsewhere).

If you perform the recovery process (by selecting Forgot master password? on the login screen), you must provide a verification code sent to you by email or SMS, then you can use a one-time password to immediately reset your master password (if LastPass detects that a one-time password was generated for your account).

You can generate one-time passwords on the LastPass One-time passwords page at https://lastpass.com/otp.php .

Recover your account

Reset your master password using a one-time password.

Navigate to the LastPass Account Recovery page at https://lastpass.com/account-recovery/ .
Enter your email address, complete the captcha challenge, then select Send verification code.

Result: A verification code is sent to either your email address or mobile device:
1. If you did not set up Text/SMS verification for account recovery and did not set up a security email, then LastPass sent the 6-digit verification code to your account email address (that you used to log in to LastPass).
2. If you did not set up Text/SMS verification for account recovery but did enable a security email, then LastPass sent the 6-digit verification code to that email address.
3. If you previously set up Text/SMS verification for account recovery, then LastPass sends the 6-digit verification code to your mobile device.
Enter the 6-digit verification code, then select Submit verification code.

Result: LastPass checks whether automatic recovery is available for this device and browser combination.
1. If you have logged into this device and browser combination previously, automatic recovery was successful available and LastPass completes the verification. If you enabled multifactor authentication for your account, you will be prompted for MFA. Otherwise, you can now proceed and change your master password.
2. If automatic recovery was not available, the Recover your account page is displayed.
Select Enter one-time password on the Review your recovery options to continue page.
Enter a one-time password from your list of one-time passwords, then select Submit one-time password.

Result: If the OTP you entered was valid, LastPass completes account recovery. If you enabled multifactor authentication for your account, you will be prompted for MFA. Otherwise, you can now proceed and change your master password.
When prompted, select Change master password.
Enter a new master password and a password hint (recommended), then select Confirm.

Tip: LastPass recommends using the following best practices when creating your master password:
1. Use a minimum of 12 characters, but the lengthier the better
2. Use at least one of each of upper case letters, lower case letters, numerals, and special characters
3. Make it memorable, but not easily guessed (for example, a passphrase)
4. Make sure that it is unique only to you
5. Don't use your email address as your master password
6. Don't use personal information
7. Don't use sequential characters (for example, "1234") or repeated characters (for example, "aaaa")
8. Set a password with a maximum strength (ZXCVBN strength result is 100%)
  
  Tip: Learn more about how the strength is calculated for your master password and individual site passwords in your vault.
9. Make sure you don't use your master password for any other account or application
10. Don't reuse old passwords
11. To maximize your security, use a randomly generated master password
  
  Tip: To generate a random password, use the LastPass Password Generator.
Select OK to proceed with logging out.
Log back in using your new master password.

Results: You have successfully used a one-time password for account recovery to reset your master password.

What to do next:

Strongly recommended on trusted devices

Create new secure secrets for automatic account recovery (in case your master password is ever forgotten) by doing the following:

Log out of LastPass on every trusted computer and/or mobile device where you have installed LastPass and accessed your LastPass vault. You can check your active sessions for all devices.
Log back in with your new master password.

Recommended on public or untrusted devices

Clear the browser cache on all web browsers where you accessed LastPass. This will clear the recovery one-time password that was created from accessing the LastPass website.

If you use one-time passwords

Generate new one-time passwords because all OTPs you generated previously are now invalidated and no longer listed due to your vault being re-encrypted during your master password change.

About contacting LastPass Support when other recovery options are not available

Important: If you choose to contact LastPass Support by selecting Request help logging in* within this article, your case submission is solely for the request of recovering your LastPass account. All other queries or escalations sent to LastPass using this article's case submission form will not be addressed.

Important: Use the Request help logging in option only if you are unable to log in to LastPass to submit a support case. Otherwise, use the Contact Support option at the bottom of the page.