Master password reset: i get the code to my mobile but then get ' please enter a valid username'

[marieclaire]

The hint doesn't help

So I ask for the code to my cell, which I get

I enter it then get this message:

Please enter a valid username or one-time password.

If you are confident you are entering valid information, contact your LastPass administrator or LastPass support. One-time login may be restricted by your organization.

pls help

[Rebecca_S]

Hi @marieclaire - thank you for the feedback and sorry for the frustration.

If you are receiving that error message, it is most likely because that recovery method is not available on that browser. This would occur if you have cleared your cache or history since the last time you logged in to LastPass.  Have you logged into LastPass on another browser recently? You may be able to recover your account successfully from a browser where you have logged in recently.

We do offer alternative account recovery methods on the mobile app. Please find the instructions here: https://support.lastpass.com/help/recover-your-lost-master-password-lp020010

Thanks,

Rebecca

[marieclaire]

I haven't cleared cache or history.  The code is sent to my mobile, I enter it, then I get a whirly wheel, then ultimately I get that error.  My username IS valid so not sure why I am seeing this.  I have tried all the other options.  I have proved my identity with the 2FA via mobile so not sure why I can't now log in.  Pls advise