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GlennD
LogMeIn Manager

Check your inbox to verify it's you. No email from LastPass? Review your login info and try again.

Hi,

 

Update 7/9/21:

 

We have updated the messaging displayed when a Login verification email is sent or the Master Password was mistyped:

 

For your security:
1. Check your inbox to verify it's you.
2. No email from LastPass? Review your login info and try again.

 

 

If you are trying to log in to LastPass and see this error message this means that either:

  • You've entered the incorrect username or master password (and no verification email was sent)
    or
  • You entered the correct master password and now need to verify this login attempt via an email message sent to your LastPass Account email or security email, if you have one set for your LastPass account.

There are a number of reasons why your IP or device might not be recognized even if you have used it before, especially if you are signing in directly through the browser and not a LastPass extension or App.  So before you try account recovery or anything else, please check your email (if you set up a security email you will need to check that).

 

(edited 5/20/21)

We are always working to ensure top security for our users. To combat recent unusual activity targeting our customers, we added an additional security system to further detect and flag suspicious bot activity and verify a LastPass user’s identity. Following feedback from our users, we have since resolved the login issues reported. As always, delivering a secure, reliable service for our users remains our top priority.

 

Currently, verification by email is the only option for this particular situation. 

  • If you happen to change IP addresses often try to use our Apps (browser extension or desktop), instead of signing in through the browser. Once verified they are more likely to be recognized by our system which will reduce how often you need to verify your identity. 
  • You can set up a Security Email on your account separate from your main email address. Verification emails etc will be sent to it instead which can make it easier to receive them. If you do this you need to make sure the Security email remains valid and one that you can access.
  • You can disable the email verification for your account in Account Settings > Advanced Settings.  You should only do this after you have enabled Multifactor Authentication on your account and linked it to a App like LastPass Authenticator.

We may add another authentication option besides email in the future.

 

Please Note: If you do not have access to your email account and there is no way to recover access to your email account through your email provider, you will need to open a support ticket, and please make sure to include an alternate email address that you can be reached at (create one if necessary).

 

 

Glenn is a member of the LogMeIn Community Care Team.

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GlennD
LogMeIn Manager

Re: Review your login info and try again.

Hi,

 

Just to clear up some confusion, no new feature or major change was made to LastPass. Due to an increase in bot net activity a couple of weeks ago that was triggering account recovery emails to be sent to multiple LastPass customers, we temporarily increased sensitivity to further detect and flag suspicious bot activity and verify a LastPass user’s identity. This temporary increase in sensitivity was already rolled back last week.

 

We have updated the messaging to be clearer, you should now see "Try again or look for an email from LastPass if you think you entered valid credentials." If you are not seeing this message, most likely the Master Password you are entering does not match. The Master Password is case sensitive and a single character in the wrong case will prevent you from signing in.

 

Glenn is a member of the LogMeIn Community Care Team.

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585 REPLIES 585
oraguru
Active Contributor

Please stop asking me to verify my identity when I use a VPN

For the last couple of days, every time I try to log in my account/password becomes disabled. I found out after I jumped thru all the **bleep** hoops to reset my password that I wasn't hacked, as I had feared, rather some moron decided to set Id10t flag to TRUE. Since it has only been happening for the last couple of days it must be because of a change on the side of Lastpass/LogMeIn.

 

Can't you tell when someone is using a VPN? Should be easy enough since Amazon and Netflix appear cable of discerning the difference. How the hell am I supposed to access my email to say "Yeah, It's OK, its me..." when my email password is saved in LastPass????

 

MAKE IT STOP!

GlennD
LogMeIn Manager

Re: Please stop asking me to verify my identity when I use a VPN

Hi @oraguru 

 

If you are using a VPN and your IP address changes often you will need to either:

  • Verify your identity using the link we email you 
  • Open your vault > Account Settings > Advanced Settings and check the box next to Don't require email verification from unknown devices and locations.

If you choose the second option we highly recommend enabling multi factor authentication on your account to keep it secure.

 

Glenn is a member of the LogMeIn Community Care Team.

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oraguru
Active Contributor

Re: Please stop asking me to verify my identity when I use a VPN

I already had the box checked for VPN / Anonymous Proxy in the Country Restriction section under Security, as well as (all) US locations.  You may not want to admit it in public, but since this only started happening 2 or 3 days ago, I must conclude your developers introduced this BUG.

 

I do not want to leave the "Don't require email verification from unknown devices and locations." box checked under Disable Email Verification. You need to fix this.

Rillep
Active Contributor

How to deactivate "Check your credentials" ?

Hi. When I want to log in, I get this message all the time lately:

 

"Check your credentials and try again. If you think you have entered valid data, check your inbox"

 

I then have to confirm the location via my email. I would like to deactivate this, but I can't find a function. Can you tell me how to disable this?

Tags (2)
sadaruwan12
Active Contributor

Re: How to deactivate "Check your credentials" ?

I get this same error since Thursday.  I thought it was due to CCleaner doing a boot up clean but it's not. Problem is getting worse I think. I used to get the location verification email, now I'm not getting it too. This an headache I've to do an account recovery every **bleep** time I need to use LastPass. Can't close my browser and reopen it because of this stupid thing.

 

I'm using Vivaldi as the browser and tried it with Chrome with same resutls.

sadaruwan12
Active Contributor

Re: Please stop asking me to verify my identity when I use a VPN

I'm facing the same problem. Yes I do use a VPN and this was not a problem for me until 2 or 3 days ago. Started happening out of the blue and I do agree with the above poster this is bug on your side not ours.

djaef
New Contributor

Re: Review your login info and try again.

I can't log in. I've clicked the verify link and it still won't let me in. I know I'm using the right Master Password. What do I do? I have ALL my passwords in lastpass.

fishysauce
New Contributor

Re: Review your login info and try again.

I have checked my email along with the spam folder and have not received any emails. I still cannot reset my master password, or log in. I am also getting a pop up saying that the extension is not installed in my browser, even though it is. Along with that, I cannot reset with biometrics on my phone as it also does not do anything.

R56
New Contributor

Re: Review your login info and try again.

Had exactly the same problem this am - login not recognised - and no email alert in either my inbox or spam.

Finally resorted to the account recovery function and was able to get back in.... eventually. 

No end of issues & now debating whether to continue with (and recommending) the service.

Suggest Logmein reviews the protocol on this - maybe not locking the account till there's been a positive response to the alert email eg?

or, making this an NB when one first signs up

There are a number of reasons why your IP or device might not be recognized even if you have used it before, especially if you are signing indirectly through the browser and not a LastPass extension or App.  So before you try account recovery or anything else, please check your email (if you set up a security email you will need to check that).

R56