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JimRP
Active Contributor

Can't log in after changing master password

Today I followed LastPass's recommendation to change my Master Password. I enter the password twice as requested, and then received a message my data was being re-encrypted with the new password. Since then, I've been unable to log in. When I try, Lass Pass says to check for an email or try again. I did receive an email notifying me of the change, however there is no link there to let LastPass know I received it. So I've tried every other method I could find. I clicked on forgot password, and LastPass sent me an SMS code to verify my identity. That came through just fine, however didn't get me into my account. So at this point, I can't access LastPass at all. I use it constantly, and I hope for rapid relief. Thanks for any assistance!!

1 ACCEPTED SOLUTION

Accepted Solutions
RachelO
LogMeIn Contributor

Re: Problem resetting master password

Hi @JimRP,

 

I have reviewed your account and see that you changed your Master Password yesterday and have not been able to sign in successfully since then. You will need to double check how you are entering the new Master Password you created, remember it is case sensitive, must include at least one upper and one lower case letter, number and symbol. If you cannot get the new Master Password to work you can always revert your account to the previous Master Password: https://lastpass.com/revert.php



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21 REPLIES 21
studioviv
New Contributor

Re: Problem resetting master password

i have somewhat similar.
I changed my main pass for security reason.
Then i needed to login into my app.
It's asking me for dual-auth code... but i dont use that app of lastpass.
I cannot install/set it up also... because you need to be logged in for that?
So, i use 'send SMS'... i dont receive any sms.... so still cant login.
So, i tried 'recovery'.... Did stepts... and used send SMS code... and yes SMS arrived so i could continue.

But... after that, trying to login ofcourse, it asked me (again) for dual-factor-auth code.... BUT I HAVENT GOT IT. So... used send SMS... NO SMS ARRIVED....

Whaaaaattttt... so, SMS is working for last-resort-recorvery (telling me i have the correct phonenumber in my LP account) but not for simply loggin in....

really need help quick and there is NO way to contact Lastpass through a proper supportdesk which is really a missing feature for a paid service.... i am really bummed out and as i see now i have to wait 72 hours for an answer and i can bet all of my money that i will receive a question instead of an answer.... which will then again take me 72 hours i guess....

gr. Dennis
RachelO
LogMeIn Contributor

Re: Problem resetting master password

Hi @JimRP,

 

I have reviewed your account and see that you changed your Master Password yesterday and have not been able to sign in successfully since then. You will need to double check how you are entering the new Master Password you created, remember it is case sensitive, must include at least one upper and one lower case letter, number and symbol. If you cannot get the new Master Password to work you can always revert your account to the previous Master Password: https://lastpass.com/revert.php



RachelO is a member of the LogMeIn Community Care Team.

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JimRP
Active Contributor

Re: Problem resetting master password

Hi Rachel. I had already decided to revert my password using FaceID on my phone. That was what finally worked! Thanks for your time.
RachelO
LogMeIn Contributor

Re: Problem resetting master password

Great, thanks for keeping us updated! We would recommend setting up as many recovery options as possible now that you're back in to your LastPass account: https://support.logmeininc.com/lastpass/help/how-do-i-set-up-all-account-recovery-options-for-lastpa...




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bjamin007
New Contributor

Re: Problem resetting master password

Cant access master password and my recovery email is no longer existent - Is there anyone who can help me recover or do I need a full reset?   

RachelO
LogMeIn Contributor

Re: Problem resetting master password

Hi @bjamin007,

 

Please be aware that it is not possible for LastPass Customer Care to reset or change a user's Master Password. If you have already tried all the other recovery options at https://support.logmeininc.com/lastpass/help/recover-your-lost-master-password-lp020010 and could not recover your account, your final option is to reset your account and start over with a new master password and new empty Vault. To reset your account, please follow the steps in this article: https://support.logmeininc.com/lastpass/help/reset-your-lastpass-account-lp010066




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jbear1212
New Contributor

Re: Problem resetting master password

I have worked for a week to reset my Master Password after a failure on July 11. I have been logging into my LP account w/out issue for over 3 years. After multiple attempts on several devices (cell, tablet, laptop), I decided to reset the Master PW. I logged in on 1 device and assumed it would work on others. However, that was not the case. I attempted to revert to the old PW and that didn't work. I tried using my fingerprint on my Android and that DID work. However, my phone updated and rebooted. When I got back in to my phone, I could no longer login.

 

So, I contacted support and received stock solutions. Tonight I spent time working on finding a device that might let me login w/1 of your solutions. Voila - the LP app downloaded from the MS store WORKED! I was prompted to enter my PW twice. After completing that, I received a message that LP was re-encrypting my data. After this - success, I'm seeing all my PWs. I thought all was well. AND I wrote down the PW (just like I have done in the past) so I'd have zero issues logging in other devices. Picked up my Note 10+, entered the PW and, WHAT!!?? - I can't login!! Tried it on the Edge extension - same results. I'm still (thankfully) logged in to my MS app, but I don't see anyway to try and reset the Master PW again. I believe something is awry with my account and possibly the LP system, since I'm seeing many others with the same issue.

 

W/out giving me stock replies, what am I to do? I can't afford to lose my vault, yet again! The MS app doesn't seem to give me all the rights of the regular app or the browser extension.

 

Please - someone help me!

 

Jbear1212

jbear1212
New Contributor

Re: Problem resetting master password

Solved - I had to verify that it was me logging in to each device through my security (backup) email address.

 

All is well!

 

Jbear1212

hannzonhubby
New Contributor

Re: Problem resetting master password

Hi I have signed up to Last Pass and log in. And I can't log with my master password. Any help on this matter.