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kam1
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. 

RachelO
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: https://lastpass.com/otp.php?forcelogin=1force_changepw=1 or try another method of account recovery: https://support.logmeininc.com/lastpass/help/recover-your-lost-master-password-lp020010




RachelO is a member of the LogMeIn Community Care Team.

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