Hi @Graham81,
I've reviewed your partner's account (the second user in your Families plan) and see that this LastPass account has a setting enabled which restricts access for mobile devices from logging in to the account. To change this setting, please follow these steps:
- Log in to LastPass and access your Vault by doing either of the following:
- Go to https://lastpass.com/?ac=1 and log in with your username and Master Password.
- In your web browser toolbar, click the LastPass icon then click Open My Vault.
- Click Account Settings in the left navigation.
- Click the Mobile Devices tab.
- To turn off this setting to restrict access to verified mobile devices, click Disable at the bottom right of this area. Please note that if an Enable button is displayed, it means that access is already unrestricted.
ref: https://support.logmeininc.com/lastpass/help/manage-mobile-devices-using-lastpass-lp030005
After this setting is disabled, have her try to log in again and see if she can then log in successfully. Please be sure when logging in that the email address is in all lowercase and that the master password is at least 12 characters long and contains upper case and lower case letters, as well as at least one number and one symbol.
RachelO is a member of the LogMeIn Community Care Team.
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