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GlennD
GoTo 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 GoTo Community Care Team.

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630 REPLIES 630
GlennD
GoTo Manager

@Naftius  You will need to open a support ticket and include the email address that you have access to.

 

Glenn is a member of the GoTo Community Care Team.

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RachelO
Retired GoTo Contributor

Hi @Nattawat,

 

I've checked our email system and do see that the verification emails are being sent to your LastPass account email address and are being successfully delivered, the most recent being delivered on 2021/05/21 at 4:00am UTC+00:00. please check your email inbox (and Junk/Spam/All Mail folders) for this verification email. The email subject should be similar to "LastPass Security Notification."

 

Please also be sure that you have added the following as contacts to your email filter's allowlist/whitelist, then prompt LastPass to send you another email by trying to log in: support@lastpass.com, do-not-reply-support@lastpass.com, support-replies@logmein.com. We would also recommend checking your email in a browser window, instead of using a mail app or program as some users reported not seeing these emails until checking their email in a browser.




RachelO is a member of the LogMeIn Community Care Team.

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Forber
Active Contributor

Hi @GlennD 

We've replied to the support email but haven't had a reply yet. Will we be able to get a reply today?

davidl442
Active Contributor

I no longer have access to my "Security Email". It was with a company that I no longer work at. Given that, what is a workaround?

Tags (1)
GlennD
GoTo Manager

Hi @davidl442 

 

I helped a customer with a similar issue early this week, he still had access through the mobile app and signed in using the app browser to access the account settings and remove the security email that he no longer had access to. If that is not an option you will need to open a support ticket and include the email address that you have access to.

 

 

Glenn is a member of the GoTo Community Care Team.

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davidl442
Active Contributor

Just attempted to access via the mobile app but got the same error message. I've already opened a support ticket. Thanks for the reply though. Hoping that LastPass gets back to me soon.

LPH22
New Contributor

If I did not receive a verification email, and I tried contacting customer support multiple times and no reply. What can I do? I really need to login to my account. I am not sure if the account recovery route would work as I am scared that I will be forced to revert my account and lose all passwords altogether. This is a nightmare. 

HereWeGoAgain
New Contributor

Same issue, opened a ticket.

What's really annoying is that usually I could recover the account and just change the password. But this time it says there is no recovery data. I'm using the same browser that worked a couple of days ago and on which I changed the password in February and then logged in the extension. So the data should be there.

I'm also 90% sure the password I'm using is correct, I've even tried different variations just in case, but nothing works.
GlennD
GoTo Manager

Hi @LPH22 

 

I took a quick look at your account and no verification emails have been sent since last week when you changed your Master Password, I do see failed sign ins since then though. All I can recommend is checking what you are entering for the new Master Password, type it out in a text editor so you can see what exactly is being entered. The password is case sensitive and if you changed it through the app on your phone with a touch keyboard, a character may not have been entered how you thought.

 

The other option is to revert your Master Password change. You will not lose any vault data as you haven't added anything new since you changed the Master Password.

 

Glenn is a member of the GoTo Community Care Team.

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GlennD
GoTo Manager

@HereWeGoAgain  There have been no verification emails sent for your account, the Master Password is not matching what ever you changed it to 3 months ago. Since you have not had any successful sign ins recently you have no recovery one time passwords generated for your account. All I can suggest is the password is 12 or more characters, has at least 1 upper and lower case letter, number, symbol and is case sensitive.

 

 

Glenn is a member of the GoTo Community Care Team.

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