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asheroto
Active Contributor

New User, Cannot Login, Cannot Reset Password

Hello,

 

LastPass Enterprise user here.

 

I added a new user to our account and did "Invite".  Upon trying to activate, it said I needed to log in.  We never set a password for this user.  I tried "forgot password" but the password hint was "generated password".  I tried LastPass account recovery, but it said it failed because the one-time password was not saved in the browser.

 

We have never set a password for this user - they are brand new.  I even added the "permit super admins to reset passwords" policy, but I do not have the reset password option for this new account.

 

I also tried removing the user from the company and deleting the user and re-adding it, but I run into the same problem.

 

How can I proceed?

 

Thank you

1 ACCEPTED SOLUTION

Accepted Solutions
RachelO
LogMeIn Contributor

Re: New User, Cannot Login, Cannot Reset Password

Hi @asheroto,

 

Is it possible that this email address was already associated with a LastPass account previously? If so, the owner of the account (or whoever can access the email address associated with the LastPass account) could try the steps here to Delete the account, then after deletion re-add the user to your Enterprise account: https://lastpass.com/delete_account.php When asked if you know the master password select No.

 

If that doesn't work, please reach out to our Enterprise support team who can help via phone right away. You can access our Enterprise support number through your LastPass Admin Console > Support.




RachelO is a member of the LogMeIn Community Care Team.

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2 REPLIES 2
RachelO
LogMeIn Contributor

Re: New User, Cannot Login, Cannot Reset Password

Hi @asheroto,

 

Is it possible that this email address was already associated with a LastPass account previously? If so, the owner of the account (or whoever can access the email address associated with the LastPass account) could try the steps here to Delete the account, then after deletion re-add the user to your Enterprise account: https://lastpass.com/delete_account.php When asked if you know the master password select No.

 

If that doesn't work, please reach out to our Enterprise support team who can help via phone right away. You can access our Enterprise support number through your LastPass Admin Console > Support.




RachelO is a member of the LogMeIn Community Care Team.

Was your question answered? Please mark it as an Accepted Solution.
Was a post helpful or informative? Give it a Kudos!

View solution in original post

asheroto
Active Contributor

Re: New User, Cannot Login, Cannot Reset Password

Thank you, I reached out to support.