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Abbadon
New Contributor

Biometric Password Reset - "Account recovery is not set for this email" message

1. I used to mobile login by biometric for months.

2. Suddenly LastPass asked for master password. Fingerprint login is disabled.

3. I don't remember it, so i'm trying to reset master password.

4. Only way is to reset password by mobile application in my case.

5. When i try to reset password by mobile phone i get a message:

"Account recovery is not set for this email"

What does it mean? Why it's disabled? What can i do?

If i reset account i'll lost all saved passwords. How can i reset password by mobile application in my case?

12 REPLIES 12
RachelO
Retired GoTo Contributor

Re: Biometric Password Reset - "Account recovery is not set for this email" message

Hi @Abbadon,

 

If you see any error when trying to recover via biometrics this means you will need to try another recovery option to see if any are available. All possible recovery options are outlined here: https://support.logmeininc.com/lastpass/help/recover-your-lost-master-password-lp020010

 

If you've tried all other recovery options your final option is to reset your account and start over with a new master password and new Vault. Steps to reset can be found at the bottom of the article linked above.

 

Please be aware that LastPass Customer Care has no knowledge of a user's Master Password and it is not possible for LastPass Customer Care to reset or change a user's Master Password or assist a user with changing/resetting their master password.




RachelO is a member of the LogMeIn Community Care Team.

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marko1012
New Contributor

Re: Biometric Password Reset - "Account recovery is not set for this email" message

Hi , I have exactly the same problem, biometric is stop showing on login part. Now i can reset my master pasword i get some crazy massage every time i try to do so with mail recovery. I download exstension lastpass for google chrome , for mozzila and edge and i cant get reset form or whatever. Suport is realy bad in my opinion , i lost 2 hours on diferent metod and i do not success to finish .

Any halp will be great .

RachelO
Retired GoTo Contributor

Re: Biometric Password Reset - "Account recovery is not set for this email" message

Hi @marko1012,

 

As noted in the reply above if you see any error when trying to recover via biometrics this means you will need to try another recovery option to see if any are available. All possible recovery options are outlined here: https://support.logmeininc.com/lastpass/help/recover-your-lost-master-password-lp020010

 

If you've tried all other recovery options your final option is to reset your account and start over with a new master password and new Vault. Steps to reset can be found at the bottom of the article linked above.




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!
mrs_willett
Active Contributor

Re: Biometric Password Reset - "Account recovery is not set for this email" message

IMO, if you are going to offer Biometric Account Recovery as an option, I shouldn't have to try other methods of recovery and chances are, having faith that biometric recovery is reliable and secure, most users of your app wouldn't have set up any other method because what's more secure than a fingerprint?....very disappointed in this app. Why set up a recovery method that will fail your users?...
MakiVerem
New Contributor

Re: Biometric Password Reset - "Account recovery is not set for this email" message

I have a same issue. I try to recovery my password but I get Error message from the app: "Account recovery is not set up for this email" but it is not true.... 

Why log out my app after years.... And why not working the recovery by touchID??

 

Do you solve this problema?

Abbadon
New Contributor

Re: Biometric Password Reset - "Account recovery is not set for this email" message

In our case the only one way is to remember master password.
I had similar problem with second account, but i used it in desktop web browser, so i could reset password by saved cookies.
In mobile version it's impossible.
After months i just found master password in paper notepad.
Now I, and all my family are using SafeInCloud app. 0% stress, 100% safe.
Desktop & standard mobile version is free, but i bought extended family mobile version - it's heavy cheap🙂
stavrospan
New Contributor

Re: Biometric Password Reset - "Account recovery is not set for this email" message

Same problem here. I am travelling often and keep getting locked out of last pass. It really stinks and now it looks like I even lost my account. It is literally adding work hours to my job. It really failed gonna use just keychain and chrome passwords from now on.

Ty12
Active Contributor

Re: Biometric Password Reset - "Account recovery is not set for this email" message

Same issue I'm having + my recover master password via biometric doesn't show on the android app & getting support is abysmal
hope4
New Contributor

Re: Biometric Password Reset - "Account recovery is not set for this email" message

Hi everyone, I have the same issue with the same message. I have used it for months, but today it suddenly kicked me out. Then I could not use the old password to login. I decided to reset using Biometrics option, which allows me to set the new master password.
However, when I log in again, it just said:
To continue:
Look for an email from LastPass
or Review your login info and try again.
But no email from LastPass.
I am sure I have entered the new master password correctly.
Sent an email to support but just got a bounce email from do-not-reply@goto.com due to that mailbox is over quota.
Do you know anyway to download the encrypted data from LastPass as I suspect after changing the new master password, LastPass already delete the old data.
Any help would be much appreciated.