How to reset master password in the iOS app?

[jk80]

My iPhone is my default method for logging into my account but I tried logging in via a browser and my password would not work. I'm pretty sure I was typing it in right, I've done it many times, but anyway...

I'm looking at using the iOS app, which I can still log in to using Touch ID, to reset my master password. The odd thing is that there seems to be no method to reset my master password when I'm actually logged into the app. I have to log out, risking losing access to everything for ever, before I can actually reset my master pw using the app. I find that very odd! 

So under 'security' i've got Use Touch ID enabled and also 'Account Recovery'. Does that 100% mean that if I hit 'log out', I'm going to be able to log back in using Touch ID only? And will this apply in the v unlikely event that my master pw has somehow been compromised and changed?

[RachelO]

Hello, 

Yes in order to start the master password recovery process you do need to log out of the LastPass app. Here's a guide which has each step for how to reset the password on the iOS app, including what to be sure is enabled in the app before starting the process: https://support.logmeininc.com/lastpass/help/how-do-i-reset-my-master-password-using-mobile-account-...

[jk80]

Thanks but now it says 'looks like something went wrong  - we could not recover your account at this time. Please try again later.' Now what?

[jk80]

And just to add to that, when I tried logging into the app again using my master password it worked perfectly. It seems the issue is with logging into the actual website. I suspect this is to do with my having Sesame MFA enabled previously, which seems to have been discontinued since I last logged in using it. I KNEW the password was right! So why does the website say it's incorrect when in fact it's some sort of MFA issue?

[RachelO]

While I'm not sure why this would cause the error you were seeing, to be sure the issue is resolved has Sesame been disabled for this account? Support for Sesame was retired a while ago, and if it wasn't disabled previously our support team can make sure it is disabled for this account to ensure this doesn't happen again. 

We would also recommend setting up as many recovery options as possible, in case you do need to recover your account in the future: https://support.logmeininc.com/lastpass/help/how-do-i-set-up-all-account-recovery-options-for-lastpa...

[jk80]

I looked up and followed steps to disable Sesame MFA and now I'm able to log in normally. It has been a more fraught process than necessary - if only the browser told me I couldn't log in because of Sesame rather than claiming my pw was wrong when it wasn't. I've fed back about that separately. Thanks for the help.