Can't recover my master password on Android app

[ccyu]

Hi,

I tried to log in on the Android app with a fingerprint recently. It worked before, but the fingerprint touch sensor didn't prompt this time, so I needed to type in the master password that I forgot. I tried to recover it from "Forgot Master Password" (I haven't set up a password hint). However, I got an error message "Account recovery is not set for this email" after I entered my email. It's weird because I have used the account recovery function on the app before. How can I reset my Master Password now?? I don't set up one-time passwords either.

[adamvinh]

I've been using this app for several years. I recently changed my master password. Although it accepts the new password on my mobile app and give me a green checkmark for success, it then immediately logs me out and gives me an error box saying "invalid password". I have tried and tried to get support for this issue but just get sent in circles on their website. 

[genimi_t]

I am experiencing this issue also! Seems to be a bug as I have always been able to recover the account just fine before now. Wonder if its been reserved for premium accounts only?

[mrs_willett]

I'm having the same issue...got a new phone & was prompted to sign-in but I forgot my master pw so I went back on my old phone which uses my fingerprint to unlock, got in, checked my settings & "Account recovery with biometrics" is activated but it's giving me the "account recovery not set up" error as well. SOOO ANGRY!

[rdevai]

I have managed to create a new master password using the account recovery with fingerprint in an Android mobile phone. However, when I try to log in into my vault, it says I should verify my password and try again. I have typed several times, but nothing happens. Anyone could help with some tips. Thank you!

[GlennD]

Hi @rdevai,

I reviewed your account and see that you successfully used account recovery, but after that, I only see failed sign-in attempts which means the new master password is not matching. Entering credentials through a touch keyboard can be tricky, I recommend:

• Entering your email address in all lower case letters
•  Typing out your new master password in a text app on your phone and then copying and pasting it in
• You can also test your new master password by signing into your account directly on our website through a web browser

[rdevai]

Hi, @GlennD 

Much appreciated your reply. So, this is seems to be the issue. I can create my password, but cannot access the vault. 

I tried copying and pasting the pw and I also tried on a web browser with LP extension installed. I keep getting the message that the pw is incorrect. Any other suggestion? Thank you! 

[rdevai]

Hi, @GlennD 

I guess you've seen my email or you may well be on holidays. I  wish I could find a way to access my vault, I'm really anxious about pws in there. Thank you! 

[Cynthia123]

I'm sorry to hear about the trouble you're experiencing with the app after changing your master password. It sounds frustrating to be stuck in a loop while seeking support on their website.

When encountering such issues, it's important to follow a systematic approach to troubleshooting. Here are a few steps you can take:

1. Double-check your new password: Make sure that you're entering the correct password during the login process. It's possible to mistype or overlook certain characters, so pay close attention to ensure accuracy.

2. Clear app cache: Clearing the app cache on your mobile device can sometimes resolve login-related issues. Go to your device's settings, find the app in question, and clear its cache. Then, try logging in again.

3. Uninstall and reinstall the app: If clearing the cache doesn't work, you can try uninstalling the app from your mobile device and then reinstalling it. This process can help eliminate any potential software glitches that might be causing the problem.

4. Contact customer support: If the issue persists after trying the above steps, it's important to reach out to the app's customer support team for assistance. While their website may have been unhelpful in the past, you can try alternative methods to get in touch with them. Look for contact information such as an email address, phone number, or social media accounts. Explaining your issue directly to a support representative should provide a more personalized response and better guidance.

Remember to provide them with specific details about the problem, including the steps you've taken, any error messages you've received, and the exact version of the app you're using. This information will help them understand the situation better and offer appropriate solutions.

It's essential for app developers to address user concerns promptly and provide effective support. Hopefully, the support team will be able to assist you in resolving the issue and regain access to your account.

[jamesmichaael45]

Recovering a master password for a mobile app, such as a password manager, can be challenging because these apps are designed to prioritize security. If you're having trouble recovering your master password on an Android app, here are some steps to consider:

1. Remember or Reconstruct Your Password: Try to remember or reconstruct your master password. Think about any patterns, phrases, or hints that might help you recall it. Sometimes, taking a break and revisiting the problem with a fresh mind can be helpful.