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Can't Login-Therefore, Can't Access Support

Ok, so i'm stuck in an endless loop without any clear solution. Summary:

- I updated to a new email address several months ago, and have been logging in without issue for months.

- I know my Master password, and have access to my 2FA app+device.
- However, Lastpass kept my OLD email address as a "Security email".

- Today I tried to login, and was directed to the OLD email address for verification.

- I no longer have access to this old, deleted email address.

Here's the rub: Because i CANT LOGIN, I am unable to reach an agent or send out an email/ticket in order to resolve the issue.
I am in need of an URGENT solution, so if anyone can assist, I would be eternally grateful.

Thanks in advance.

PS: Maybe it's just me, but given that many users likely have issues logging in, it doesn't make sense to require logging in as a prerequisite for contacting support. This seems highly illogical and will surely turn many disgruntled users away from this service.

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Comments

SDpwJC

Thanks Ash, it's working now although I don't remember how.

djfansler

@AshC_LP I was wondering if you could please look at my issue I posted on 10/4/23. I got a new phone and now I'm not able to login to Last Pass because the MFA which I can't disable because I can't login. Please help. I've been a little over a month now without my Last Pass and I can't get into my other accounts to pay bills. I need help as soon as possible. Thanks.

djfansler

Having the same issue except I bought a new phone and my Authenticator app gets the push notification but then errors when I click accept. I can't login because I can't MFA. I can't disable MFA because I can't login. I can't contact support because I can't login... because I can't MFA. It's an endless loop. It would be greatly appreciated if someone from support could disable my MFA so I can login and reset everything to my new phone. I know my master password, so I just need the MFA to be disabled. Thanks.

seansean

Hello Ash.
Thanks a bunch for the reply.
I have DMed you.
Please let me know if you received it or not.
Cheers

AshC_LP

Hi, all.

I'd like to help you regain access to your Vaults, though your situations may vary.

@SDpwJC We are sending you IP verification emails to your Security Email address, which is different than your Login Email. You must check these to confirm your location is valid.

@seansean I'm afraid I could not locate a LastPass account under your Community email.

@Catfood We are sending emails to your LastPass login email, however in my experience Hotmail has a habit of marking LastPass communications as 'Spam' or similar.

If you need help confirming your IP address through ID verification, please click my Community name to send a private message with your login email address.

Thanks,

SDpwJC

I am having the same issue with a password login that I know works. Lastpass requiring login for password support puts us in an inaccessible situation. Whatever they are implying by cutting us off seems ignorant to the meaning of customer service.

Catfood

Having the same issue.

A good indicator of wherever an online company is crap or not is whether their support is easily accessible or not or whether they just lazily rely on their customers providing free support to other customers. in forums such as this. I find it bizarre: Pay for a product while the customers who pay provide the support. That's like paying your employer to go to work.

No idea why people still use LastPass as they're about as secure as a prison cell with no door.
I love hearing it when lacklustre companies like them go bust. Very satisfying.

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