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New Contributor

Cannot reset users master password "Your master password hasn't been changed"

Same issue as posted here:


One of our users needs a password reset, if he tries to do it he gets the same error as I do when trying to do it from the admin portal. Any help would be greatly appreciated, thanksScreen Shot 2021-12-06 at 12.07.54 PM.png

GoTo Moderator

Hi @cfinelli 

Is this associate new, or have they already been using LastPass before now? 

Does your company use 2-factor authentication in any way with LastPass? 


If not new, could you click my Community name to give me the affected email address? 

Ash is a member of the GoTo Community Care Team.

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New Contributor

Thank you! This person has been using lastpass before. Just sent you their email, and yes we do have 2fa enabled