cancel
Showing results for 
Search instead for 
Did you mean: 
troilus98
New Contributor

New Phone iOS - Can't login

Yesterday I switched from an iPhone 11 Pro to an iPhone 13 Pro Max.  Today I tried accessing LastPass and it would not let me in.  I previously used faceid to access lastpass for however many years.  I have never used LastPass on a PC, and when there was a choice last year for free users I chose to keep my information on the phone app only.

 

1.  I know my master password but the app tells me "Login Failed.  Check your master password and try again."

2.  If I send hint, it sends me the correct hint to where I've saved my LastPass master password, but this password will not log me in.  (Also, if I try to send hint inside the app it throws an error asking me to verify I'm not a machine even thought there's no prompt for this.)

3.  If I try to use FaceID to recover account it simply says "Looks like something went wrong.  Please try again later."

4.  If I use the account recovery request on a pc browser, I receive the email and try the link and it fails with the error "LastPass account recovery failed.  The LastPass browser extension hasn't been installed. Please try account recovery again from a browser with the LastPass extension.

5.  After installing the extension, it fails with the error "LastPass account recovery failed for xxx.  Your current browser didn't save account recovery data on this computer.  Please try account recvoery again in each browser and on every computer with which you've used LastPass."  I've never used lastpass on a computer so I guess this is out.

 

So why doesn't my CORRECT master password log me in?  Why does FaceID unlock/recovery just fail?  So there's no way to transfer data to a new phone?  Seems like a big fail.

 

So the only option left is to lose the 100's of passwords I had saved, shoot myself and start over?  I'll definitely be wearing the sandwich board to warn everyone not to use LastPass anymore.

 

1 ACCEPTED SOLUTION

Accepted Solutions
RachelO
Retired GoTo Contributor

Re: New Phone iOS - Can't login

Hi @troilus98,

 

I've reviewed your account and see some failed logins on October 23 due to the incorrect master password being entered when logging in, please remember the master password is case sensitive, try typing it out in a text editor to confirm how it is being entered first before logging in. It must be at least 12 characters long and contain 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.

Was your question answered? Please mark it as an Accepted Solution.
Was a post helpful or informative? Give it a Kudos!

View solution in original post

3 REPLIES 3
troilus98
New Contributor

Re: New Phone iOS - Can't login

Update:  

 

I tried restoring everything on my old iphone to login that way.  Lastpass had the password saved, but said my faceid changed so I needed to login again.  Will not accept password.   Will not use faceID to recover account.  I know I have the correct master password because I had it recorded in 2 different physical locations from 2 different dates from when I previously logged in over a year ago.

RachelO
Retired GoTo Contributor

Re: New Phone iOS - Can't login

Hi @troilus98,

 

I've reviewed your account and see some failed logins on October 23 due to the incorrect master password being entered when logging in, please remember the master password is case sensitive, try typing it out in a text editor to confirm how it is being entered first before logging in. It must be at least 12 characters long and contain 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.

Was your question answered? Please mark it as an Accepted Solution.
Was a post helpful or informative? Give it a Kudos!
goldendoodle20
New Contributor

Re: New Phone iOS - Can't login

Hi, did you figure out how to resolve this issue? I just upgraded my phone to the iPhone 13 Pro and am having the same issue where it is not accepting my master password and it's not accepting my face id which is how I had previously logged in to lastpass on my old phone an iPhone XR. I did data transfer when setting up my new phone and lastpass is no longer logged in. I have a picture of my master password and I believe it is correct, but it doesn't seem to be working either. I also can't log in to my account to pay for premium in order to get email support so I'm not sure what to do.