Phishing Attempt and Locked Out of Account, Can't Contact Support

[sherryb1234]

I need some assistance gaining access to or closing my LastPass account. I was recently subjected to a phishing attempt and my account was compromised and I no longer can log in or get into my vault via Chrome or my phone or the website.

Since I need to log in to contact support, this option is useless for me. Can someone help me gain access to my account again?

[KarolH_LP]

Hello @sherryb1234 ,

I'm sorry you  experienced a phishing attempt.

I'm checking the details of the account and noticed there are recent activity, where you able to access the vault? Are you still having issues to login?

Thanks.

[sherryb1234]

No, I have no access to my account. The phishing attempt was at 9:58a yesterday and I responded shortly after. I lost access about 10:30a yesterday.

I tried to regain access to the account by recovering the account and using my password hint, but it was blanked out and changed by that time. I cannot log in to contact support or otherwise.

Any actions on my account are by an unathorized third party. How do I regain access to my account so I can survey the damage and potentially reset/delete the account to prevent further misuse?

[HenryO_LP]

Hello @sherryb1234 ,

My name is Henry and I am happy to assist with your inquiry, and appreciate you contacting LastPass Support!

In this case, I see a recent Master Password change on your account. If it was not made by you, I would suggest to revert the Master Password change. Then log in with your previous Master Password and change it again as soon as possible. 

You may need to change your password in all the sites stored in your vault for security purposes as well.

Please let me know if this worked or if further assistance is required. 

Thank you,

Henry | Customer Care

[sherryb1234]

We just attempted the reversion, but it did not seem to make a difference. The previous password we have noted does not work after the reversion.

Are there any other options? I'm still locked out of my account, and I have no access, no means to contact support, and no means to even close the account without some form of direct contact (like email or phone). 

[KarolH_LP · Accepted solution]

Hello @sherryb1234 ,

In this case, if you are unable to use the hint/reminder for the previous master password or use variations of the password, unfortunately, the very last and only option available is to Reset Your Account and start over with collecting data (e.g., sites, secure notes, form fill items, creating identities, etc.). This will permanently delete all of your stored encrypted data within your LastPass account, but your account status and some settings will remain untouched.

In case you need to delete the account, we have two options depending on the scenario:

• I know my master password – how do I delete my LastPass account?
• I do not know my master password – how do I delete my account?

Thanks.

[sherryb1234]

We were able to successfully reset and subsequently delete the account. Thanks for your assistance!