User unable to login

[LimpMode]

Hi all,

I'm hoping you can help.

We have a user who is no longer able to login.  We have SSO setup.  A colleague of mine made a change who is now on holiday so not able to get a hold of him to know exactly what he did.  However, it seems that the issue is that the primary login email address has changed.  It's not corresponding to what is in Azure AD.  Is there a way to change the primary login email address in lastpass as it currently greyed out and doesn't allow change to have it as the same is Azure AD.

Thank you.

[AshC]

Hi @LimpMode 

Welcome to the LastPass Community.

If you're an administrator of the business account, there are a couple of ways you can update users who were set up originally with Azure, as outlined in this support article:  https://support.lastpass.com/help/if-i-change-my-companys-domain-how-do-i-make-sure-my-lastpass-user... 

[LimpMode]

Thanks for that.

I've tried following option 1:

In step 5, It says Require master password change and not Reset Master Password.

After I click on Require master password, Prompt comes up asking to click on Cancel or Require change .

After I click on Require change, I do not get a prompt to enter my own master password.

I see no option where it says Change the user's email.

[AshC]

Please give us a call at your convenience, using your Enterprise account's assigned Customer Support phone number, located in the Admin Center online. 

[LimpMode]

Thanks for that.

I have tried the UK number, which disconnected me after 20 minutes.  Just on hold again as i'm typing this........

The Ireland number doesn't seem to work.  Both Germany and Netherlands number just ring and ring. I've held on around 15 minutes each time.  I'm definitely calling during office hours despite saying support is available 24/7.

Thank you.

[LimpMode]

I finally managed to get through to someone.

He wasn't very helpful to be honest as I was told that nothing can be done to retrieve the account.  I find this really hard to believe.

He said I can delete the account and start again but the user will be losing all data.

I've seen some options for adding in objectguid as part of the user attribute?  We  are running a hybrid environment.  Would this help? or any other attributes from Azure?  I did ask the support personnel these questions but he didn't have a clue.

any advise would be greatly appreciated.

[AshC]

@LimpMode  I apologize for the support difficulty.  

It is true that users who have not set up recovery methods may lose their data if they lose the account password, as we do not have the ability to see or change the login itself. 

If you could please click my Community name in order to send a private message with the phone number you called from, as well as the numbers dialed, I'll be sure to investigate further and have an expert follow up with you soon. 

[blackcat1]

If a user cannot log into the system, check to see that their default shell is set to /sbin/false, /sbin/nologin, or something similar. These shells are typically for daemons and prevent the daemon from logging into the system. Use the “getent” command to determine the account's default shell.