Last Pass not showing Passwords on new mobile

[Conor1]

Hi All,
My old phone broke on Sat so got a replacement yesterday. Seems to be a problem with the Last Pass App when loaded on the new phone.

Firstly I was unable to access the App using my Master Password - system kept telling me there was an error, so after uninstall ING and reinstalling the App about 5 times I changed the password on the App on my old phone and then when I tried the new password on the new phone it eventually worked.
However, while I can see a list of most of the accounts I have in the vault, the details are blank.. I. E. No passwords. So if I want to access any of my accounts on my App I have to go to the Last Pass App on my old phone and this isn't sustainable.

Anyone had similar problems and/or can help?

[RachelO]

Hello @Conor1,

Could you try these steps to see if that fixes this issue? In the LastPass app, tap Settings > Actions > Refresh Vault & Clear LastPass Cache. Log out then lock back in to the app and test again.

[Conor1]

Hi Rachel,

No joy I'm afraid. Tried it twice but no improvement.

[GlennD]

Hi @Conor1 

I looked at your account and the login issue wasn't your Master Password, it was most likely because you were using a new device to sign in on, although you also appear to be using a VPN and changing your location as well. Two verification emails were sent before you changed your Master Password. 

Since the manual sync did not populate your Vault on your new phone, I would suggest trying the following:

• Make sure you have access to your email in case you need to verify your identity again
• Follow the steps in this support article to Kill all sessions 
• Sign into your LastPass App on your new phone again (keep an eye out for any verification emails)

[Conor1]

Glenn, do I need to log into my acc via a PC/Laptop to follow the steps? I've tried via the browser on my phone and followed the requisite steps to Kill all Sessions but the current one. I then logged back into the App but no change. I haven't received any verification emails yet either.

Conor

[RachelO]

Hi @Conor1,

We would recommend following the steps to "Kill all but current session" here on a browser, then trying to sign in to the app again: https://support.logmeininc.com/lastpass/help/how-do-i-view-and-manage-my-active-lastpass-sessions-lp...

[Conor1]

Rachel, that's exactly what I did and it had no effect, however I used the browser on my phone to do it rather than on a laptop/pc. So my question was did the process fail because I'd logged in from my phone's browser before switching back to the mobile App or should that not have mattered.

Cobor

[RachelO]

Hi @Conor1,

You would need to follow the steps to "Kill all but current session" on a different device than the one you use LastPass on, so on a different device or on a desktop browser.

[Conor1]

Rachel,

Apologies for the delayed response. I followed the same process on a couple of occasions using a browser on a different device and killed "all but current sessions" then logged in again using the App on my new device. Unfortunately this has not worked and I'm the same position as before.

[RachelO · Accepted solution]

Thanks for giving that a try. I've reviewed your account and I see that your password iterations are set to a non-standard number which could cause this issue. Could you follow these steps to change that number to the standard number and try again?

• Log in to LastPass and access your Vault by doing either of the following: In your web browser toolbar, click the LastPass icon, then select Open My Vault OR Go to https://lastpass.com/?ac=1 and log in with your email address and Master Password. (this must be done on a browser/computer, this cannot be done in the LastPass app)
• Select Account Settings in the left navigation.
• Click Show Advanced Settings.
• For the Password Iterations field (under Security), enter 100100 (the standard number by default)
• Click Update.
• When prompted, enter your Master Password and click Confirm.
• Your Vault data will be re-encrypted, then you will be logged out of LastPass.
• Log back in to your LastPass account, and then try logging our and then back in to the App again.