After three days of complete frustration, I got into my vault. It took three calls with support.
The strange things that happened...
First, I went out of town with my laptop. Used the extension while I was away. When I returned to my home office and tried to use the extension to log in, I needed to enter my password. I did so, which was a password I changed in May 2023. I couldn't get into my Vault, however I was in the back end of my account (admin panel) where I could see my details -- even who my account representative was! LOL. Here, I was able to submit tickets for help/calls. To their credit, the support staff responded to my calls promptly.
The first rep told me I should "reset my account", which I responded by asking what would happen to my data. He said it would be wiped out and I could start all over. Not even worth a LOL!
I've been a customer of Lastpass for many years and have used three passwords. I wrote them down in my journal and am not crazy... here's why I say that:
When I spoke with the last rep, he told me that their records indicated I had not changed my pw for Lastpass since 2019. I know that's not true. I used the most recent password (from May 2023) to get into my admin panel with no access to my vault. Hmm...?
The rep asked me to use the password that I had in 2019, which I did and was able to get to the point where the Authenticator code was required. That failed.
During the three day period, I tried to log in many many times and some times I'd get the request for the 2FA and often I did not. In all cases, it never opened my vault.
The attempts to recover my password always resulted in a screen telling me that the code I entered expired (five seconds after I received it). Ugh.
The third rep said he thought there was a problem with the 2FA and wanted to see if we removed it from the steps to log into my vault if the problem would be resolved. I had to answer 7 questions (similar to those in this thread) and they approved me.
He removed the 2FA and I tried to log into my account with my password from 2019. Like magic, I was in and could see my vault.
I didn't ask him what happened to the two passwords I have used since 2019. I am afraid to hear the answer.
Needless to say, I promptly exported my data (Advanced Options/Export)!
The live email that I was using for communications was the same as what Dee7 noted in her entry. You may want to include your account number with that if you're not able to log in. It's worth a shot.
I have absolutely NO intention of keeping my account with Lastpass. This was a nightmare and I lost at least one day of productive work. That's not acceptable to me.
I do feel for the support reps. They were polite and trying to help me. However, for as little as I know about computer software, I am certain the tech behind this company is totally messed up while if you check on their Service Status tab, there are no known issues.
Get in, export your data, delete it and close your account! That's on the top of my to do list today!
Good luck everyone...
