LastPass FAQ

Frequently Asked Questions: 

What happens if I forget my LastPass Master password?

Can UC Berkeley access or retrieve the information I store in LastPass?

What if I already have LastPass?

What if I already use LastPass Families?

I have LastPass Premium and use auto-renewal. How do I turn auto-renewal off?

Can I use 2-Step or Duo with LastPass?

How Do I prevent LastPass from filling erroneous form fields?

My browser plug in does not indicate I have a Premium account

What happens if my account is compromised?

What happens when the LastPass website is down? Can I still log in?

What if I'm already using a password manager?

Why isn't LastPass autofilling my information?

How do I renew my free LastPass Premium account?

How do I get help?

LastPass Resources


What happens if I forget my LastPass Password?

Forgetting your Master Password may result in the loss of all credentials stored within LastPass. LastPass uses your browser extension to help ensure that you can recover your Master Password if you have forgotten it. Please make sure that you install and use your browser extension.

LastPass can email a “password hint”, reset your account, or activate a one-time password if you were previously logged in the LastPass from the same computer.  Links regarding each of these processes and more information can be found at LastPass Support.



Can UC Berkeley access or retrieve the information I store in LastPass?

No. UC Berkeley cannot access your LastPass Premium account. The campus cannot see your stored account credentials, and cannot help you retrieve them.


What if I already have LastPass?

There are 4 cases for users. In all four cases, users will enter their @berkeley.edu email address in the UC Berkeley LastPass portal. Then, users will receive an email with links and instructions for getting a free LastPass Premium account through UC Berkeley:

  1. A user does not have a LastPass account. In this case, the email will contain instructions and links to set up your account and download the LastPass from scratch.

  2. A user has a free LastPass account. In this case, the email will contain instructions and links to upgrade your free account to a premium account, at no cost.

  3. A user already has a paid LastPass account. In this case, the email will contain instructions and links to transfer the user’s license to UC Berkeley’s license, so that the user will no longer be charged for a paid account.

  4. A user already has a free or paid account using a berkeley.edu email address.  Follow these instructions to change your LastPass email address.


What If I use LastPass Families?

You cannot convert your family plan or family LastPass account into a campus-sponsored LastPass Premium account. Only Personal Free and Personal Premium LastPass accounts can be converted. See https://www.lastpass.com/family-password-manager for more information on LastPass Families.


I have LastPass Premium and use auto-renewal. How do I turn auto-renewal off?

If you have auto-renewal enabled for your paid LastPass Premium subscription, follow these steps to turn it off after you convert your LastPass account to a free campus-sponsored account:

https://support.logmeininc.com/lastpass/help/how-do-i-cancel-automatic-r...


Can I use Duo or 2-Step with LastPass?

Any Multi-Factor Authentication protection is better than none, although DUO is recommended. DUO and many other MFA options link directly and easily with LastPass.

For DUO you’ll need to first sign up for your own free personal DUO account. Then you will configure your LastPass account with the free personal DUO account you just created. Detailed instructions can be found through DUO: https://duo.com/docs/lastpass.

You cannot use your 2-Step account with your LastPass account.


How do I prevent LastPass from filling erroneous form fields?

As an example, let's say you are on Google and there is a field on that page that LastPass is filling with the value 'abc123'. To prevent LastPass from filling in the value, follow these steps:

  • Locate the site in your LastPass vault that contains the data 'abc123'.  The easiest way to do this is to go to your LastPass vault and search for 'google.com' to list all matching sites.

  • For each matching site, click the Wrench icon to bring up the Edit Site window. If you saved the site originally using the Save All Entered Data method, then the fields will be displayed. If we automatically saved the site for you, click on the Wrench icon at the bottom of the window to edit the saved form fields.

  • Look for the field with a value of 'abc123' and click [-] to delete the field.

  • Click 'Save' to dismiss the Edit Form Fields dialog.



My browser plug in does not indicate I have a Premium account

Even if your browser plug in still says "LastPass Free", you will see that your account is listed as Premium in the account settings.  The plugin will update automatically is 1-2 days.  Contact LastPass Support if you have questions or concerns.


What happens if my account is compromised?

LastPass proactively performs daily checks to identify any LastPass account email addresses appearing on compromised lists for other web services.  If a match is found, LastPass will send an email notification to the LastPass user identifying the domain that was breached and the potential risk.


What happens when the LastPass website is down? Can I still log in?

You can always check the status of LastPass.

If you are logging in via a mobile app, select the 'Login offline' option on the login page.

If you are logging in via the LastPass browser extension, it will automatically switch to offline mode and you'll still be able to view your stored data. If it does not, try disconnecting from the internet. Then log in to LastPass via the extension and, once logged in, reconnect to the internet.

When you log in to the Internet Explorer, Firefox, Google Chrome, Safari, or Opera plug-in, LastPass downloads and stores your encrypted data. If LastPass is offline, you're still able to log on in offline mode and add or change sites while LastPass is off the air. Once you re log in and allow the offline cache to sync, your new data will sync to the server and update your Vault.

You will still be able to export your accounts if you're running the plug-in.


What if I'm already using a password manager?

Once you have installed the LastPass browser extension, you can import your stored login data from your previous password manager directly into LastPass.

WARNING: The manual export-import process (Generic CSV/text editor file export-import) involves unencrypting all of your password and login information and then copying that information into LastPass, which re-encrypts it. The file created by this process MUST be MANUALLY erased following successful import into LastPass.


How do I renew my free LastPass Premium account?

  1. A week before the expiration date for your year-long premium subscription, you will receive a renewal notification to the campus email address you provided during the registration process. Click the link to go to the LastPass site where you can claim the upgrade for your account.
  2. You’ll be directed to a renewal screen at lastpass.com. Click the button at bottom to Renew for Free
  3. LastPass will add one year to your premium upgrade. You should see a confirmation screen.
  4. If you received error message "This link is invalid. Please try again to submit your data,” click the back button in your browser to return to the renewal screen, and try again.

Why isn't LastPass autofilling my information?

Go to troubleshooting for autofill.


How do I get help?

Support for LastPass Premium is provided completely through LastPass. If any issues arise, please search the LastPass Knowledge Center or submit a support ticket to LastPass

For personal accounts: https://helpdesk.lastpass.com/help-center-and-faqs/



LastPass Resources