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Suddenly unable to login. Not receiving recovery emails.

I've been using lastpass for more than 5 years and now suddenly I'm unable to login to lastpass. I tried forgot password and such but I never receive any emails from lastpass. Literally none. I'm blown away by how terrible the support options are that make you log into your account that you cant log into in order to get support for the account you can't access.

Thanks for any possible help but not sure what to do next if I can't contact anyone that has the ability to help me.

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AshC

I apologize for the difficulty.

If you're unable to re-sync your multifactor authentication system, please use the first 'Contact' button on this support article to create a case for Customer Support.

Thank you.

All comments

seansean

Hello Ash,

I'm having a similar issue, in that I can't login (due to not having access to an OLD "security email" address.) I'm stuck in an unsolvable loop because----in order to contact support, you need to LOGIN (which i CANT do).

Is there any way you can have somebody from the support team contact me via the email address registered with this community? Or any way to directly contact support without needing to log in?

Thanks in advance

Sean

allproactive

How are you suppose to use the Contact button when it asks you to log in and you can't, because that's why you're here?

allproactive

This is the exact issue I'm having. Same steps and results.

I've been using PAID LP for many, many years, and this whole experience is going push me to find another provider.

Where is the support?

cantlogin

Thanks Ash, I sent a PM with my LastPass account email.

davidnpeggy

I just had the same problem. There was a QR code that required you to click on the embedded link to re-authenticate the authenticator app. the QR code sent me to what appeared to be a scam website requesting that you create an account and provide a debit card. They billed $39.99 - Currently I am locked out of my browser extension, and web login. I am hoping that someone has a technical support phone number that will help resolve this. I do not want or need to reset my master password, or my email or anything. The authenticators registration info is inside the account settings.

AshC

I apologize for the difficulty.

If you're unable to re-sync your multifactor authentication system, please use the first 'Contact' button on this support article to create a case for Customer Support.

Thank you.

RandomLoginName

it's really odd that someone thought "we'll break the token but not automatically remove the 2FA" is better than "we'll break it and remove it, because otherwise they may not receive the reset 2FA email or we may have locked them out of a crucial email account at short notice".

rileypsyches

I have the same issue. I get an error that says "For your security, reset the pairing between LastPass and your authenticator app: Google Authenticator." When it says it will send an email to log in with, I never receive it.

lockedout1

I have the very same issue. Here's what happened to me starting yesterday morning:

Logged into LastPass and was prompted to update my Google Authenticator 2FA

Did this successfully, and it logged me out and told me to log back in.

Went to log in but was told to check for email at my registered email address, none arrived.

Tried on iOS App, but it gave the same message except telling me to check my security email account, no mail arrived.

Read all the support documents, allow-listed *@lastpass.com on the mail server for the security email, disabled spam filtering, tried again.

Finally used account recovery to reset the master password, and this was successful. I was quite excited.

Went to log back in with the new password and I was back to square one with the login rejected asking me to check my security email account. No emails arrived.

One thing to note, during the master password reset I did get emails to my account email, referring me to check my security email account, but no emails arrived at the security email account.

Contacted the host for my security email account who see no evidence that LastPass has sent emails to it, and it accepting other emails. Nothing in spam, and no records of delivery failures.

Tried to contact LastPass support, only to discover you have to log in for it.

@lastpass it seems a number of us are having the same issue, what's the best way to get support when none of us can log into the ticketing system?

RAD_Colin

Same problem here this morning!

Master Password rejected on multiple platforms...

Chrome Extension
FireFox Extension
Chrome Web Log in
Android App
Confirmed the same on another PC

I've received only one email from LastPass <do-not-reply-support@lastpass.com> with a code after trying to login online and it stated I had to update our MFA code which I managed to do, but no further emails received?

Interestingly, we have two accounts, one paid and the other free and I can log into the free account but not the paid account?

I hope someone can acknowledge this issue and give a guideline for resolution as soon as possible.

Thank you

catchganu

Same here. Pretty useless support. Not sure why I paid for premium when there is no one to help.

I guess they got hacked again and does not want to say. Not able to use it for few days.

CSEng

What is going on at LP/Goto? I've been trying for weeks to get mine and I come to the support and tons of other people in the same boat. No response from support, no emails?

renzotomasi

I'm facing exactly the same issue!

After login I do not receive any email from Lastpass.

I'm stucked in this limbo...

Help!

Osman8

Hi,

I've been Experiencing the same problem Since yesterday. Keep getting "Check your master password and try again." I haven't changed anything. My master password hint is not working either.

Any help would be appreciated.

User_59

Hi,

I have the same problem. Using Lastpass since several years I am no longer able to login since I don't receive the verfication mail. Who can help me with this problem?

Judy8

I am experiencing the exact same issue.

I am not receiving any emails from Lastpass. We have verified that our email server is not blocking any emails coming from Lastpass.

Completed the password reset with authentication and took me right back to the login screen saying it had sent an email to me that I never received.

Please advise!

AshC

@cantlogin I'm sorry I was unable to locate a LastPass account under your Community email address.

The message you are seeing indicates either a wrong password or a verification email due to a new device / IP address in use.

To figure out which one is occurring in your case, please click my Community name to send a Private Message with the email address used for the LastPass login.