Account recovery - SMS recovery process is broken!

[syme]

Looks like my wife cannot recover her account - she just got a new phone and factory reset the old one.

Am I right in thinking that if she has used a browser that regularly has cache & cookies cleared that there is no way to recover her account??

(getting the "The LastPass browser extension hasn't been installed")

This should really be spelled out when setting up a SMS recovery option from the vault.

I am really disappointed as it has taken a long time for me to convince her to use a password manager.

[GlennD · Accepted solution]

Hi @syme, welcome to the community.

I reviewed her account and it shows that she used account recovery successfully 18 hours ago and changed the Master Password. It also shows that after changing the Master Password she has not been able to sign in successfully, I would recommend having her type out the password in a text editor so she can see exactly how it is being entered as the new Master Password is case sensitive.

Remember, the master password is 12 or more characters long and has at least one upper and lower case letter, number and symbol. This support article lists all of the recovery options that can be set up: https://support.logmeininc.com/lastpass/help/how-do-i-set-up-all-account-recovery-options-for-lastpa... 

[syme]

Thanks for the response. Is it possible for her to create a password that doesn't have a symbol. I know my current one (which dates back a bit) doesn't have one.

If we try recovery again, I take the steps - use a one time password for recovery? > Yes (no brings up the Lastpass extension error) > Please complete multifactor authentication on your phone ... > I click Send an SMS passcode. I receive the code and put it in and click Authenticate.

I get an error Please enter a valid username or one time password.

Is it possible the issue that both her and my accounts have the same mobile numbers?

[syme]

Edit - ended calling support, rolled back to previous password and all good now. Putting in place account recovery options now.