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Graham81
New Contributor

Android App: Login problems for new family user. No error.

We're having a problem with my partner's LastPass app on Android.

I recently upgraded my premium account to a family account and added my partner as a Family Admin.  She has successfully logged in via the web browser and set up her account.  We downloaded to app for her phone (Galaxy S10 Plus) and the LastPass App won't accept her master password.  The app throws no error after credential submission, just refreshes the page and acts like nothing happened.  Credentials are checked as correct several times, we uninstalled and reinstalled the app, checked the OS is up to date, time and date are correct - nothing works so far.  We logged a support call but no response from LP so far.

 

Can anyone offer any advice?

1 REPLY 1
RachelO
LogMeIn Contributor

Re: Android App: Login problems for new family user. No error.

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:

 

  1. 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.
  2. Click Account Settings in the left navigation.
  3. Click the Mobile Devices tab.
  4. 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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