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Can't Access My Account and Can't Access Support for Help

Like many other posts I see here, I can't access my account for one reason or another, and I can't get in touch with Support because that requires LOGGING IN to access, which I think is ridiculous.

Every so often LastPass asks me to log in again on mobile and when I do, I use the LastPass Authenticator for MFA. But today they BOTH need relogging in so I'm stuck in this dumb loop unable to log in to my account. There's a Support article here that clearly states you can reach out to LastPass Support to disable MFA on your account.

But I can't. There's literally no way to get in touch with Support without logging in (which is the STUPIDEST thing I've ever heard). Even the standard support@lastpass.com email bounces back telling you to log in to reach a Support agent. Like, how can a support article advise someone with a logging in issue to reach out to Support when people literally can't reach them without logging in?

Now I can't access passwords to any of my accounts and I have no feasible way of fixing it. I know there's many other folks here with similar issues and no resolution, so I guess I'm hoping someone in Support sees this or someone knows some other way to get ahold of them?

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Accepted answers

AshC_LP

Hi, all.

I wanted to post the current support flow for users who cannot log in, and float this to the top for any new Community members.

If you're locked out for one reason or another (MFA/Password/Suspension), you may utilize the 'Request help' button on this support article, which triggers a follow up email from Support. So you must have access to your account email address and place the following domains on your allow list: @lastpass.com @sendgrid.com @m.lastpass.com @t.lastpass.com

** Please keep in mind that Support does not have the ability to force a password change, and can only check on your current account status.

All comments

Jc44

Hi Ash,

Your help please! I am stuck in a loop as following the link to the help resource requires me to enter an email which then says that an account validation email is being sent. I am not receiving these emails.

I had previously reset my password but then didn’t receive the validation email so am locked out.

I still have access to both primary and secondary emails and receive hint emails but not validation ones.

Anything you can do to help would be much appreciated!

Thank you!

AshC_LP

Hi, all.

I wanted to post the current support flow for users who cannot log in, and float this to the top for any new Community members.

** Please keep in mind that Support does not have the ability to force a password change, and can only check on your current account status.

charvey1

I'm having the same issue. I've clicked on the Request help logging in link and entered the email associated with my account, but still haven't received any sort of reply. All other attempts to revert to an old password or restore my account using the methods listed in their Support article have either resulted in an invalid link or just looped me back to the login page. I've never had an issue with my password before, so stupidly I never set up any sort of MFA or attached my mobile number. Is there any way I can still get in contact with support and get logged back in?

gatorglory

I have not been able to log into LastPass for months, and my renewal is coming up which I cannot even cancel without being able to log in. Please help!

My email address is accessible; I get other emails from LastPass just fine (like my renewal notice!), but never receive the email it says I'm supposed to get when I log in.

LastPass used to be so good. What has happened to it is really sad.

robzal

I have the same issue, in that I knowingly deleted my account, but then was charged again by Lastpass Support several days later by Lastpass against my credit card. Now I am trying to get this incorrect charge sorted out, and have no way to contact support, or raise a support case to get this addressed. If @HenryO_LP could assist I'd appreciate it. I dont know what else to do.

Person27

I am having the same trouble and can't figure out how to get help either!

@HenryO_LP please help! I can log in on my mobile app with my finger print but can't get in on my browser on my PC.

I am typing in what I thought was my master password but somehow it's not it. I tired variations and it locked me out.

My membership recently ran out, I thought I had renewed it but it didn't go through. I tried to renew it today but I don't know if that worked either.
I can still get in on my phone in the app with a fingerprint (android) but it won't let me reset the master password. I tried to get a support email sent to the gmail that should be associated with my account but nothing came.

I am freaking out like I need to start changing passwords on things outside of last pass just to protect my accounts. Trying to get help through the website just seems to go in a circle asking you to log in first. Please help! Thank you

daniemiz

I am in exactly the same place.

I need support, can't log in. I have an Authenticator account I can't recover because it has an old phone number I could have sworn I changed.

Help!

HenryO_LP

Hello @bigmoviegeek ,

Understood! In that case, I also created a support case for you and have sent you an email with some questions. Please try to answer them as accurately as possible, if able to verify your identity then I can proceed to have your multifactor disabled.

Please let me know once you have replied to the email via private message.

Thank you,

Henry Eduardo | Customer Care

bigmoviegeek

I’ve been able to login through the iOS app without an issue but the web browser and extensions are failing every time.

HenryO_LP

Hello ,

My name is Henry Eduardo and I am happy to assist with your inquiry, and appreciate you contacting LastPass Support!

I am sorry about the issues you are having accessing into your account.

@jr27 I have sent you an email with a few questions. Please answer them as accurately as possible, if successful we can disable the multifactor in your account. Please let me know on a private message when you have answered them.

@bigmoviegeek I see on your account multiple failed login attempts but also a few successful. Are you able to access into the account? Please let me know.

Thank you,

Henry Eduardo | Customer Care

bigmoviegeek

I'm in exactly the same situation. When I enter the username and password it just takes me back to the login page. No error, no two-factor failure, just the regular login page.