HELP FILE

Why am I seeing an "Error: No private key. Cannot decrypt pending shares" message?

If you encounter this error message, it means that your Sharing Key was likely corrupted, and must be deleted and recreated again.

The Sharing Key can only be deleted by LastPass Customer Care, however, please perform all actions that apply in the steps below before contacting support.

Step #1: Remove yourself from any shared folders

  • Request that the admin of the shared folder remove you
  • If you are the only admin for the shared folder, assign another user as admin (temporarily), then request that they remove you
  • If you, or the affected user(s) are member(s) of a User Group, remove the account(s) from those User Group(s) – LastPass Enterprise accounts only
  • If you are the only user in the shared folder:
    1. Move all items within every shared folder into a standard (non-shared) folder
    2. Delete the (now empty) shared folder (go to Sharing Center > Manage Shared Folders > click the Delete icon Yes to confirm)
    3. Purge the deleted shared folder (go to Sharing CenterManage Shared Folders > check the box to enable the "View Deleted Shared Folders" option > click the Purge icon > Yes to confirm

Step #2: Unlink your personal account (applicable to LastPass Enterprise accounts only)

Step #3: Remove a specific user from all shared folders

  • If you encountered the error while trying to share with a specific user, please remove that user from all shared folders. Additionally, perform all actions that apply in Step #1.

Step #4: Confirm that you no longer have any shared folders listed

  • The items within each shared folder should now have been moved to a standard (non-shared) folder. Additionally, confirm that you have also purged all deleted shared folders.

Step #5: Contact LastPass Customer Care

  • Once all of the actions above that apply to you have been performed, please contact LastPass Customer Care (click Contact Support in the bottom-right corner of this article) to assist with deleting and recreating your Sharing Key. Please be sure to include the email address of the user you are trying to share with (if applicable).

Step #6: Share items again

  • Once your Sharing Key has been recreated, you can share any previously shared items once again. If you moved all of your previously shared folder items into a standard folder, you can convert that standard folder into a shared folder. Instructions will vary depending on whether you are using a Families, Teams, or Enterprise account.

Related

Add and Manage LastPass Enterprise Groups

Link or Unlink Your Personal Account

Manage LastPass Families Shared Folders

Manage LastPass Teams Shared Folders (Users)

Manage LastPass Enterprise Shared Folders (Users)