What do I do if my LastPass account isn't working?
LastPass is a free password manager that saves passwords online in an encrypted form. It is a web browser extension but it comes with a web interface including plugins for web browsers and apps for smartphones.
There are times you may try to use LastPass to save password but it may not work. The inconvenience caused by being unable to save your encrypted password can lead to a data breach. Such a breach can be devastating especially if the password is used to secure valuable information.
If your LastPass account is not working there are a few tests you should first carry out to ensure that the extension is in good working order. These tests include:
Check if LastPass is installed and enabled
If your LastPass account is not working, the first step you should take is to ensure that the extension is appropriately installed and enabled. If not, the extension will not appear in your browser. You can do this by going to the browser's 'Settings' or 'Tools' and then going to 'Extensions' to check the state of LastPass. Install and/or enable it if it is not.
Ensure that you are logged in to LastPass
In order for Last Pass to function, you must be logged in to your account if you are not, a passive version of the extension will appear on your browser's toolbar. If you are not logged in, click the icon then log in with your email address and Master Password.
Check if Autofill is enabled in your browser's preferences.
LastPass works better if your login information is autofilled. If it not, certain problems can arise with the extension such as the inability to save your passwords. To enable LastPass autofill on your browser:
- Click the LastPass icon
- Go to 'Preferences'
- Click 'General'
- On the next page click 'Enable'
- Click 'Automatically fill login information'
- Click 'Save' and refresh your browser
Ensure the site is not Flash or Silverlight based
LastPass does not support sites on Flash or Silverlight platforms. If the website is run by any of them, your LastPass account will not work. You can check if the website is built on either of the platforms by right clicking on the website's log in fields and then selecting 'Context Menu' for more information.
If the above measures do not solve the problem, you should delete the browser then reinstall it plus the LastPass extension. If it still does not work, it is time to contact LastPass's directly.
You can contact LastPass support through the following avenues:
Website
You can contact LastPass support directly from their website. However, you should check their support site for relevant advice and try the solutions to restore LastPass to proper functioning. If none of the solutions offered are satisfactory, you can contact support using the following steps:
- Open LastPass website
- Log in to your account
- Scroll to the bottom of the LastPass homepage and under 'Customer Support' you will see several options
- Click 'Forums' and proceed to look for answers. If you want o contact support immediately, click 'My Account'
- You will be directed to the support center where you will be prompted to submit a ticket
- Fill in the necessary information and then click 'Submit' to send the ticket. Customer support will reply within the day.
Phone
You can also call the LastPass customer service number and ask a customer service representative for help. You can retrieve the phone number from GetHuman.
Help Desk
The last option you can take to contact LastPass customer service directly to ask for help with your account. You can find the link to the help desk on GetHuman.
Help from Real People
Why Did GetHuman Write "What do I do if my LastPass account isn't working?"?
After thousands of LastPass customers came to GetHuman in search of an answer to this problem (and many others), we decided it was time to publish instructions. So we put together What do I do if my LastPass account isn't working? to try to help. It takes time to get through these steps according to other users, including time spent working through each step and contacting LastPass if necessary. Best of luck and please let us know if you successfully resolve your issue with guidance from this page.
Why does GetHuman Write How-to Guides for LastPass Problems?
GetHuman has been working for over 10 years on sourcing information about big organizations like LastPass in order to help customers resolve customer service issues faster. We started with contact information and fastest ways to reach a human at big companies. Particularly ones with slow or complicated IVR or phone menu systems. Or companies that have self-serve help forums instead of a customer service department. From there, we realized that consumers still needed more detailed help solving the most common problems, so we expanded to this set of guides, which grows every day. And if you spot any issues with our What do I do if my LastPass account isn't working? guide, please let us know by sending us feedback. We want to be as helpful as possible. If you appreciated this guide, please share it with your favorite people. Our free information and tools is powered by you, the customer. The more people that use it, the better it gets.