HELP FILE

Why do I see a message that LastPass account recovery has failed because my current browser didn't save account recovery data on this computer?

Account recovery data (a Recovery One Time Password) is required in order to restore access to your LastPass Vault.

Condition

During the LastPass account recovery process, you encounter a message, "LastPass account recovery has failed. Your current browser didn't save account recovery data on this computer."

Cause: Cause

This means that a Recovery One Time Password (which is used to decrypt your Vault) is not present, for either of the following reasons:

A Recovery One Time Password was never created
If you have never logged in to the LastPass web browser extension on any browser.
If you have never logged in to the LastPass Password Manager app for iOS or Android and enabled account recovery using biometrics.
A Recovery One Time Password was deleted
If you have cleared your local LastPass cache on the browser you're using for account recovery.
If the LastPass data has been removed from any of the locally stored locations on your computer.

Remedy: Remedy

From your desktop, to check if one of your browsers has a Recovery One Time Password stored, do the following:

  1. Navigate to https://lastpass.com/recover.php from a web browser where you have the LastPass web browser extension installed.
  2. Enter your email address, then click Continue.
  3. When prompted if you want to use a one-time password for account recovery, click Yes.
    • If a Recovery One Time Password is recognized, you can proceed with either of the following actions, depending on whether SMS account recovery is enabled for your account:
      • If SMS account recovery has been set up, you will be sent an SMS message containing a verification code, where you can enter the code when prompted, then proceed with resetting your Master Password.
      • If SMS account recovery has not been set up, you will be sent a link via email from LastPass to your email address that will allow you to reset your Master Password. If you do not receive an email, you may have set up a secondary security email address, which you should check that inbox.
    • If there are no Recovery One Time Passwords recognized, try navigating tohttps://lastpass.com/recover.php on every web browser and machine where you have installed the LastPass web browser extension to check for a stored ROTP. If none of your web browsers and machines detect a Recovery One Time Password, you can follow the steps to revert to a previous Master Password.

Remedy:

From your mobile device:

  • If you had previously set up mobile account recovery, you can use stored biometrics to verify your identity and reset your Master Password. Learn how to use mobile account recovery for iOS or Android.