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Cannot login to Lastpass

Locked out of Lastpass. Won't accept my valid master password. Went through the recovery process to change the master password. Entered my new password twice but it is not accepted because my old master password is invalid. What a mess. I am a Lastpass user for years. This is totally uncacceptable. No one to talk to and no other customer service. Looking for new service.

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AshC_LP

Hi, all.

I wanted to follow up on this thread as there may be several reasons for a LastPass login problem:

If you're seeing timeout failures, check your local area network, and switch connections or devices to confirm the problem is not localized
If you're seeing connection errors at lastpass.com or in-app, check the LastPass status page here: https://status.lastpass.com/
If you're sure of the account password, but may be triggering the IP/device verification email from LastPass, these communications will first go to your security email (different than your login email).
If you were scheduled for the recent LastPass security upgrades, then you were automatically logged out of all devices, and would have had to re-sync your MFA selection from a desktop computer at lastapss.com.

* Recovery methods require either advanced settings to sync with biometrics, or to pull from locally cached LastPass browser data, as outlined in this support guide.

** If you still cannot log in, you may request help from Customer Support by clicking the 'Contact' button in the middle of this document.

*** If you require assistance disabling MFA for any reason, you may utilize the 'Contact' button in the middle of this support page.

All comments

CantonBoy

This occurred tonight on 12-6-23 from about 8:45 pm EST to maybe 9 pm. The system is working OK for me know. I wish LP would tell us when they have issues. The LP STATUS site said the system was fully operational. Bull!

tepmd

I know this probably won't be helpful to most in this predicament but I wanted to post follow-up of how I managed to resolve this.

After a frustrating 2 weeks or so of dead ends and no responses (same experience as everyone else here) I happened to wake up in the wee hours one morning and tried again to log in. As I no longer have access to the original email account I had when I opened my LastPass account, I was sending 2FA/verification codes to my phone. As soon as I sent the request, I heard my wife's phone give a notification of a new message. I thought it was likely coincidental but I requested codes two more times and had her phone announce notifications seconds after my requests. I woke her up and asked her to sign into her phone and there was the code I needed! She told me that she had been getting these texts for 2 weeks and thought they were a phishing scam or something and ignored them, lol. I had to use her phone 4 or 5 more times during the process of taking control of my account but was finally successful.

I have no idea why the notifications went to her phone. I guess it was listed as an emergency number at some point? I went back through settings and could find nowhere that her phone number was listed in contact info.

My LastPass account subscription is up in January and I've migrated everything to Proton Pass and plan on letting my premium LastPass prescription expire.

May you all be so lucky to stumble upon a solution to this frustrating problem.

unknown

Hi Cvos,

I have had no success so far. I left a message on insta and FB lastpass, but no answer. On FB my message was deleted by FB, because they said it was inappropriate. Which is of course bull**bleep**. A member recommended to adress myself on lastpass twitter/X with my problem. But I haven't done this yet.

Best,

cvos

I am unable to change my master pass and do not receive text notifications

unknown

Hello,

I am replying to this issue as I couldn´t find out how to start my own thread. Sorry for this. And my problem is similar.

Yesterday I was requested to disconnect my MFA by entering a code from my authentificator.

First, I didn't connect my last pass account with an authentificator. I

I have a verfication process with a another email account, where I normally get id codes I have to apply.

I also used contact buttons on dedicated suppot pages for this problem. But I don't get any answers from last pass.

I cannot get in touch with an agent as I acannot login. I am trapped.

Support from last pass respectively contact possibilities is outrageously bad. This is real bad servicing.

Can any body help me?

Best, Daniel

RHYX

Friends, do not reply or click at any link from members. They are scam/phishing. Unless if it from a registered moderator.

manny-patel-O1

Same here - very disappointed. I just want to log into my account so I can cancel the subscription.

lms2002

AAAAAAAARGH. I also have been unable to log in. No luck after resetting master password. No luck with text msg verification code. Now completely locked out on both my cell phone and Chrome browser. The email I used to originally set up the account is no longer active. But it's still my username to log in. I get messages saying a message has been sent to the email address, which is no longer a valid email.
WTF, Lastpass????

Gmahaja

I have the same problem. I tried recovering my account and updated the password to a new one. But when i tried logging in with the new password it wont accept it. It initially said that check email for confirmation email but there was no email. Now when i again go to recover account, it sends a link on the email id and on clicking on it it says "The link has expired or is invalid. Please generate a new link and try again."

I really need to get into my lastpass account, Please someone help me !

I cant see any support or customer care number too ! Can someone please share the number or where we can get in touch with any representative?

Thanks

RHYX

What's wrong with this company? There is something shade here. So many people with the exact same problem and with no solution available. They got hacked again?

tepmd

I'm in the same boat with everyone else here, sent into endless dead-end loops and failed SMS messaging for MFA after LastPass authenticator app crashes endlessly.

Frustrating would be the mildest description of this.

balotinrodrigo

I'm locked out of my last pass account and had not found a viable solution.

I don't have the MFA in my phone anymore and when I click on the send SMS passcode, I do not receive the code.

Please help me to solve this problem. This never happened before.

My e-mail is balotinrodrigo@hotmail.com

marnott

I'm not a new member I've been an account holder for years. No idea what this goto bs is all about. I need to get tech support and there's just no way to get it. This is total garbage user experience.

marnott

OMG this is so crap. I can't login to get support to get logged in again? I'm now locked out of my account and there's no chat or anything I have to get another account and login to a community site? And I'm paying for this crap? I need to get logged in to get my passwords and I put the correct password in but it tells me that it needs to send me an email which is never sent. I'm stuck in an endless loop and my data is hostage to this bs.

jaybytez

@AshC_LP

Please check again, you cannot go to that page and click the button or link "Click here to request help logging in to LastPass". It doesn't go anywhere, it doesn't even produce an error in the console window. Even if you scrape the url for the link it routes back to the article page: https://support.lastpass.com/s/document-item?language=en_US&bundleId=lastpass&topicId=LastPass/FAQ_Account_Locked_Cant_Disable_MFA.html&_LANG=enus

Please try it yourself and confirm. That link is not working and every LastPass moderator responds with it.

ScotOh65

DM4 - did this occur within the last week or so? It seems there was a LassPass update (~ Sept 16), which is when I was "logged out" and unable to log back in.

DM4

I’m having the same problem. I’ve previously used face recognition to recover my master password on my iPhone and it worked fine. That recovery option was still enabled but now it won’t work just stating something went wrong and to try again later. Maybe there is an issue with the latest IOS update

ScotOh65

I have been using LastPass on my iPhone utilizing face recognition. All of a sudden, I am unable to login via facial recognition, and therefore used my master password - not working. I have tried all the suggested actions on the LastPass Support page to include account recovery. When attempting this, my phone just tells me it is in the process - but for how long? An hour? 2 hours....?

A bit frustrated as I had not changed my master password, been using the facial recognition, and all of sudden neither is working - what do I do?

acmeseed

I moved onto 1Password, much better support and so far better stability. You have to adjust to some things being different, but it works really well.

NotLoggingMeIn

I am convinced that I am entering the correct password and it is not working out of no where. Is there a way to determine when my password was last changed? I am not only concerned for losing access to my data, but about the possibility others have access to it and I cannot tell without support from LastPass. I also recieve the inappropriate message to check my email for an email that is never coming to reset my account.

acmeseed

"As I outlined in the 'solution' on this thread, you may create an email case for LastPass support on any subscription tier by utilizing the 'Contact' button in the middle of recovery articles ..... The normal response time on email cases is about 24 hours"

Seriously? I opened a support case Saturday morning, but I did not receive a response until noon Monday.

The solution told me that sometimes the LastPass authenticator gets corrupted and the solution is to disconnect from the authenticator. If whoever read my submission would have taken the time to read it the person would have noticed that I tried doing this but was unable to disconnect MFA.

This is the second time in less than a year that I struggled to get into my account, there is not going to be an opportunity for a third time.

AshC_LP

@acmeseed Hi,

After looking up your LastPass account, I can see issues getting past the MFA request.

As I outlined in the 'solution' on this thread, you may create an email case for LastPass support on any subscription tier by utilizing the 'Contact' button in the middle of recovery articles such as this: https://support.lastpass.com/s/document-item?language=en_US&bundleId=lastpass&topicId=LastPass/LastPass_Authenticator_disable_lpa.html&_LANG=enus

The normal response time on email cases is about 24 hours.

If you experience any difficulty, you may also click my Community name to request that a case be created for you. Your ID will need to be securely verified by email before we can deactivate the MFA on your LastPass account.

Dee7

GOOD LUCK!!!

I was locked out of my account from 7/22 until 8/9!!! THis despite sending a barage of emails. It was all bc of this stupid auth app!!!! I have been both a free and a paid sub. Previously , bc I could get in on my phone.....I could always contact support and my issue was resolved. This time as you know I could night sign in.

I do have a solution-not immediate-at least they did answer. Facebook im's. That is the person who I was finally able to get my issue resolved through.

I haven't decided what I am goint to do with last pass as of yet. The very first thing I did was download a spreadsheet of all of my passwords.

JPF316

Im having same issue, master reset doesnt work. I get the recovery link in emails, but doesnt get passed an error:

"Please enter a valid username or one-time password.
If you are confident you are entering valid information, contact your LastPass administrator or LastPass support. One-time login may be restricted by your organization"

Since its just me and there is no admin or organisation there isnt a way around this.

PhilD1

Good morning, yesterday I tried to login on my mobile and it failed. I do have biometrics - and Lastpass Authenticator. It did not send an email to my inbox or spam asking for verification. I re-entered my password but to no avail. I then went to my PC where Lastpass was open and tried to check, my password was correct, but this is not possible, so I then tried to revert to the old password which I changed two months ago, again, I don’t think this worked. I’m not sure what to do now. I thought I could contact support, but it seems I need to be able to login to do this so I’m stuck again. My wife has emergency access but I’m not sure of the fine details. What does she need to enter to gain access. If anyone could just advise me in simple language what my next step should be or who I should contact, I would be extremely grateful. Many thanks, Philip Dooley

acmeseed

Similar issue here:
I am locked out of my account. I KNOW my master password. I was previously using Google Authenticator without any problems. I tried to turn on password-less access in one of my computers, but the application did not allow is because of what I was using for MFA.

I disabled Google Authenticator and setup LastsPass Authenticator "successfully" on my phone, I can get a code on my phone with the LastPass Authenticator, but lastpass will NOT accept the code. I tried multiple times and now the account is locked out.
I cannot even turn off LastPass Authenticator because it keeps telling me that my master password is incorrect. I need to get to my passwords, but the system is not letting me. I HAVE TO disable LastPass Authenticator, apparently this app is buggy, I need to go back to Google Authenticator and forget about password-less access. Please help.

ilariatarocchi

Same situation here, after a master pwd change I'm not able to login anymore and reset link won't work .
I need to access it immediately

AshC_LP

@darren128 I was unable to locate any history under your Community email address.

Please click my Community name to send a private message with your LastPass email address for a status check.

darren128

I'm a paid user, forgot my password, tried the recovery link (10 times) and every time says the link is expired. I need to get into my last pass urgently for my job.

LP2012User

I am a LP subscriber. However, I cannot login to LP support to request support for the fact that the LP plugin is not working correctly in Firefox. How can I contact support? I've tired emailing. LP helpfully directs you to support.lastpass.com.

Margaret-July25

LastPass Support sent me the email (see below) to LOG IN to my LastPass account!!!!!!!!!!!!! and if I don't log in until 29 July, they will consider my case resolved!!!!!!

Hello,

We want to ensure that we have addressed the issue(s) relating to your open support case # 02380025. If you need further assistance after trying all troubleshooting steps that have been provided, please login to https://support.lastpass.com/s/case/5008c00001T9P6VAAV and let us know.

If we do not hear from you by 7/29/2023, we will consider your issue resolved and your case will be automatically closed without any further action from you.

The LastPass Support Team

If you would prefer not to click any links, you can visit our support site (support.lastpass.com), and once logged in you can view and update existing support cases or find options to open a new support case.

Please do not reply to this email as it will not be received.

I don't know what to say. They ask me to log in but my issue is that I am not able to log in!........ This must be the automatic Artificial Intelligence and Machine Learning response email. They don't even read our messages and our description of the problems we are facing...

Margaret-July25

I just received this email from lastpass.com Support:

It looks like no one in the LastPass Support team knows anything about our problems with login!

I have decided to leave LastPass, but to delete my account I must be able to LOG IN LoL...!!!

I must say that this company is not to be trusted anymore.

qbert

News !!!

I managed to log in right now...with the same credentials i tried in the past few days and i couldn't...crazy !

Now export everything and immediately switch vault !!!!

ByeBye Lastpass !

SJConnon

I am also unable to login to lastpass. I have not forgotten my master password. When I try to login I get the message: I tried to recover my account and I do receive an email with a recovery link however when I click on the link it says it is expired even though it has only just arrived. I am getting very frustrated as all my work logins are kept in Lastpass and I can not access them. If I can not recover or gain access to my account I will be forced to find an alternative password manager which I don't want to do. Someone please assist. Thanks and regards Sonia

No one is hearing our issues. Very frustrating for all.

L24

Thank you very much for letting me know.

What shall we do?

We need to do something... Maybe Lastpass.com is not aware of our problems

es114

No response. At a dead end.

L24

Have you got any help from lastpass.com?

What shall we do now? There is nobody to ask and no emails from lastpass.com

es114

I have been a premium member for years and still no response from customer service. I MUST get into Lastpass. Please respond.

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