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New Contributor

Re: Problem resetting master password

Hi Rachel,


When I click on Account recovery I receive a link in my email to use. When I click on the link I am taken to a vault where I am asked to enter a new master password. Once I enterethe new password the system does an encryption

Then I look at the account and it shows the master password was updated in June which means the new master password is not getting updated in the system. 

LogMeIn Contributor

Re: Problem resetting master password

Hi @kam1,


Thanks for the additional information. We see that there are no available recovery one-time passwords for your account, which means most methods of account recovery will not work (such as recovery via email/browser). I do see that you had generated some One-Time Passwords at some point, if you are able to locate that generated One-Time Password you can visit this link to enter an OTP and your account info to reset your master password: or try another method of account recovery:

RachelO is a member of the LogMeIn Community Care Team.

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