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Serghis
New Contributor

Can't restore my password - Please help me out

I hope someone can help me out because I am freaking out here. I’m using Lastpass for quite a long time and never had any trouble. My account had more than 100 passwords and at this moment I am freaking out.

 

I cannot reset my password. I tried so many times yesterday and today. On my phone it doesn’t do the face recognition

 

On my laptop I got the notification that lastpass was not installed but it is installed in my Google Chrome browser en also received  the following pop up.

Your current browser has no account recovery data stored on this computer.

Try account recovery again from any browser and on any computer you used lastpass on.

To protect your security and privacy, your lastpass password is not known to us.

If account recovery fails you will need to delete your existing account and create a new one.

 

I did 1 recovery several months ago and I wrote down my password but something isn’t going well.

 

I was always a paying customer, but this turned off because my itunes balance wasn't enough and never got it right again. I just want to become a paying customer again, but as long as I can't log in, I can't change this either. I've sent emails to support but haven't gotten a response back. Can someone please help me out? Is there a phone number I can call?

6 REPLIES 6
GlennD
GoTo Manager

Re: Can't restore my password - Please help me out

Hi @Serghis 

 

I have reviewed your account and you currently do not have any recovery one time passwords generated, so recovery is not an option. It looks like you were successfully signing in until about 1 week ago, and as you mention you wrote down your master password after you reset it, so the issue is most likely the case sensitivity of the master password.

 

Account lockouts are temporary so you can try again after 5 minutes. I recommend typing it out in a text editor so you can see exactly how it is being entered. Remember, the master password is 12 or more characters long and has at least one upper and lower case letter, number and symbol. 

 

 

Glenn is a member of the GoTo Community Care Team.

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Serghis
New Contributor

Re: Can't restore my password - Please help me out

Thanks for your reply Glenn,

That is very strange because one week ago I already couldnt log in, it was the week before, but I was on Holiday and I didnt want to stress out. 

The password I had reset was a few months ago and not last week.

 

The reason I am freaking out is that I have been hacked in the passed.

 

So an upgrade to premium is not an option? This means I lost more than 100 passwords? :-((((((

GlennD
GoTo Manager

Re: Can't restore my password - Please help me out

Hi @Serghis 

 

I am sorry, but upgrading to Premium will not help in this situation, the only way to access the vault is to enter the master password correctly. I reviewed your account again and yes it was more like two weeks ago and I do see you sign in attempt from where you were on holiday. There have not been any successful sign ins or strange IP addresses so there is no need to worry that your account has been compromised. The master password has not been changed. 

 

I would keep trying to recall how you entered the master password when you changed it 5 months ago. You only have to enter it correctly once.

 

Glenn is a member of the GoTo Community Care Team.

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netflixconnoiss
New Contributor

Re: Can't restore my password - Please help me out

Same happens to me all the time 

Serghis
New Contributor

Re: Can't restore my password - Please help me out

Thanks a lot and I will keep trying 😇

Serghis
New Contributor

Re: Can't restore my password - Please help me out

This is frustrating and freeking me out😫 we are living in a world where you have to have a ICT Master Degree to keep on track with all the Technology😤