Although we are eternal servants of Krsna, when we come in contact with the false ego, followed by the mind, intelligence, etc. a new material identity is formed. This identity is different from the real identity of the soul, but because we firmly identify with it, for practical purposes, this material identity becomes "us". In this way, we become entrapped in the material dreamland. Although the eternal nature of the soul is still existing and is never lost, we forget it.
Because our original position of love for Krsna is forgotten, we may say that we don't have this love with us now, although it is still present, just like if I forget my phone in a certain place, I will not have it with me now, but it doesn't mean it stopped being mine. As soon as some kind soul returns it to me, I'm reunited with it. Similarly, although our original position is a position of service to Krsna, and although Lord Caitanya mentions that love for Krsna is eternally established in the soul, because we are currently identified with this material identity, instead of our eternal nature as souls, we may say that we don't have it with us now.
Because of this difference between the real nature of the soul, and the conditioned identity we are identified with now, it is sometimes said that we are eternally conditioned or that love for the Lord has to be obtained. The conditioned identity is part of this material world and was never outside of it, even though there is also an eternal spiritual identity that is never lost. These two apparent contradictory sides are one of the reasons this topic is so complicated.
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