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eselejuanito
New Contributor

I cannot reset my LastPass account

Hi, 

 

I have problems with resetting my LastPass account. I have tried with Chrome, Brave and Edge navigator and I received the same issue. "https://lastpass.com/m.php/securetag.js.map: Error HTTP: código de estado 400, net::ERR_HTTP_RESPONSE_CODE_FAILURE". When I explorer in "Network" and click on "Reset", this click does not make any kind of request.

 

Screenshot 2021-10-06 063922.png

  The page does not work properly.

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3 REPLIES 3
RachelO
Retired LogMeIn Contributor

Re: I cannot reset my LastPass account

Hi @eselejuanito,

 

We're not able to reproduce this issue with the Reset account process on our side when trying in multiple browsers as well, could you try the Reset process while connected to a different network connection/on another device with a different internet connection?




RachelO is a member of the LogMeIn Community Care Team.

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eselejuanito
New Contributor

Re: I cannot reset my LastPass account

Hi, I am going to start again. All this problem with my password was because I updated my Windows 10 to Windows 11. It looks like delete the cache of my browsers. I have tried to recover my password but I cannot. I have found the Vault files (for Brave and Chrome extensions) but when tried to use:

https://lastpass.com/s/?s=64f0dfcfee57b19fa8981a4ae92b2484&utm_source=trans_email&utm_medium=Notific...

 

This gives me this error:

2021-10-07_15h46_11.png

 

 It said that isn't an installed extension but you could see, it's the sixth one. 

 

I have tried to reset the previous password, but it not works, I only receive this error. I have never received that email to validate my account:

2021-10-07_16h05_08.png

 I have tried with 2 different networks, I have tried to uninstall and install the extension in Brave browser, but I cannot recover my password. When I did that, I receive a different message "Your current browser didn't save account recovery data". I don't want to do the same with Chrome, because I think when installing it again, this is going to replace my old vault with a new one.

 

What can I do? I don't have more options than delete my account? Help me, please.

RachelO
Retired LogMeIn Contributor

Re: I cannot reset my LastPass account

Hi @eselejuanito,

 

I've reviewed your account and do see that the recent login attempts have been failing due to an incorrect master password being entered (a verification email is only sent, if email verification is required, when the correct master password for the account is entered.) If you know the master password, please double check how the master password is being entered, please remember it is case sensitive, must include at least one upper and one lower case letter, number and symbol and be at least 12 characters long. We recommend typing it in a text editor first to confirm it is being entered correctly when logging in. Please also try entering your username/email in all lowercase when logging in as well.

 

If you've forgotten your master password, you will need to go through account recovery to reset the master password. The way that recovery works with LastPass is that you need a recovery one-time password available in your browser in order to use recovery in that browser. When you log in to the LastPass from your desktop on multiple browsers and devices that you trust, you create a Recovery One Time Password on each browser and device. Please be aware that clearing your browser's cache or uninstalling/reinstalling the extension will clear out any stored r... for LastPass in that browser. If you see an error message when attempting recovery that says the browser extension hasn't been installed this means that a recovery one-time password is not available in that browser and you will need to try recovery in another browser or a different recovery method. Please be aware that LastPass Customer Care has no knowledge of a user's Master Password and it is not possible for LastPass to reset or change a user's Master Password or assist a user with changing/resetting their master password.




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