We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Computer Software

LastPass

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Computer Software.

Complaints

Customer Complaints Summary

  • 75 total complaints in the last 3 years.
  • 29 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:04/25/2025

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I have spent months, going on years, attempting to contact Last Pass (**************************) to cancel a subscription that my mother (******* ******* ******) purchased. She passed away in January of 2024. As executor of her estate I continue to get bills from Last Pass for her account. I do not have her credentials nor do I have access to her email account. I cannot find any email address for Last Pass that will respond to this matter. There also is no phone support available - unless you have credentials for an account.

    Business Response

    Date: 04/25/2025

    Hi *****, we are sorry to hear about your loss. 

    We will have a Support Specialist reach out to you as soon as possible to help you with your request.

    Feel free to let us know here if you need anything else. 

    Best Regards. 

    The LastPass Support Team

  • Initial Complaint

    Date:04/24/2025

    Type:Product Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I have been paying Lastpass for years without using their services and have been unable to cancel. I received an email on April 11, 2025 from LastPass saying my annual subscription will renew in 30 days. I clicked on the link to cancel and was asked to log in. You cannot cancel unless you can log in, and I haven't been able to do so this year or last year when I also attempted to cancel. Today, I tried all account recovery methods, none of which worked, and was also told there has been an error recovering my account. (Screenshots attached.) The only option to chat with a real person is when logged into your account and there are no other options given for support with cancellations. For additional context, I joined LastPass on May 13, 2020 and paid for an annual subscription. After receiving an email telling me my subscription would automatically renew in 30 days, it did on May 13, 2021. This was fine as I had been using their services. I checked my email history and did not receive emails in 2022 (aside from security incidents) and 2023 alerting me to the upcoming renewal, and I continued to get charged, even though I was no longer using their services. In 2024, when I received the email saying my next annual renewal was coming, I was unable to cancel because my login credentials no longer worked. I had intended to dispute the charge, but there is no way to contact them or speak to a live person unless you are logged in, which again, I have been unable to do. I would like for someone at LastPass to contact me via email and cancel my subscription.

    Customer Answer

    Date: 05/05/2025

    I have not heard from the business in response to my complaint.

    Business Response

    Date: 05/06/2025

    Thank you for your message. We will have a support specialist reach out to you as soon as possible to help you with your request. 

    Feel free to reply through here if you still have questions or concerns. 

     

    best regards,

    The LastPass Support Team

    Customer Answer

    Date: 05/08/2025

    [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

    Better Business Bureau:

    I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

    Regards,

    Asia *********

  • Initial Complaint

    Date:04/23/2025

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I received an auto-renewal notice and need to cancel. I cannot log in to my account - the reset emails are not being received. I have tried to contact the company, but there is no email address, their chat option will not work because I have a personal account, and the only phone number is for corporate sales. I called that number and was transferred to another number that never answered. Any other link tells me to log in to contact customer service, but I can not log in!!!! I thought that it was illegal to make it difficult to cancel an unwanted subscription. This appears to be a way of doing just that. I just want to cancel my account before they auto-charge me AGAIN for a service that I have never used.

    Business Response

    Date: 04/24/2025

    Hi Georgia - I hope you are doing well. 

    We will have someone reach out to you via a support ticket to process your cancellation and refund request. 

    Please let us know if you still any help after we complete your request. 

     

    Best regards,

    The LastPass Support Team

  • Initial Complaint

    Date:04/04/2025

    Type:Service or Repair Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On December 19, 2024, I paid invoice number INV-811-********** to LastPass using my personal credit card on behalf of my employer, The *****************************. The ***************************** is a nonprofit organization and exempt from sales tax. I emailed our LastPass SMB account executive, ***** ********, on January 17th asking if we could get a refund on the sales tax after my boss pointed out that we shouldn't have been charged that amount. He responded that I should see it refunded within 10 days. When the refund did not appear after the 10 days, I reached out to him again via email and did not receive a response. I opened a case with customer support on February 20th. I called them on March 12 after the case went nowhere and the person assigned to it made comments that made it seem like he wasn't reading any of the information I provided. Customer support them followed up with me via email to let me know Billing had approved the refund and asked if I would like a true refund or a credit toward the next invoice. I requested a true refund. I reached out via email again on March 27 asking about the status and received a response on April 1 saying we had been credited. I responded a screenshot of our account, and the credit was not there nor do I have a refund on my card. I asked for documentation, and I have not yet received a response. If you could help me get this resolved, I would appreciate it.

    Business Response

    Date: 04/04/2025

    Thank you for your message. A support specialist will be reaching out to you and process your request. 

    Best Regards,

    The LastPass Support Team

    Customer Answer

    Date: 04/07/2025

    [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

    Better Business Bureau:

    I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. The refund has posted to my credit card, and they also responded to the ticket to let me know the refund has been processed. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

    Regards,

    ***** *****

  • Initial Complaint

    Date:04/03/2025

    Type:Billing Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I stopped using LastPass software in late 2022. I cannot get through to them to cancel my account I have been charged annually. The last credit card charge was 12/14/2024.I cannot log into my old account. The ********************** / account recovery systems fail. They are impossible to get a hold of.Perhaps you can prompt them to take care of their customers..... *** **** ******************************* ******************

    Business Response

    Date: 04/04/2025

    Thank you for your message, a Support Specialist will be reaching out to you and following up with your concern. 

    Best regards,

    The LastPass Support Team

  • Initial Complaint

    Date:03/31/2025

    Type:Billing Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I am ****** *********, resident of *********, ***** complaint is against ***************************** now deceased spouse, ****** J *********, signed up for a subscription service to store and manage passwords with a company called **************************. ****** did sign up for this service during his lifetime.****** died on 03/14/2024.The ************************** service continues to bill the joint credit card account in my name and Edward's.I want this ************************** subscription and associated billing to end.The most recent billing in December 2024 has been resolved via dispute with my credit card bank.I've so far been unsuccessful in reaching ************************** to cancel any potential or future charges.I have made multiple attempts to contact lastpass, however their website has no valid phone number, physical address or email address to send a request to.I would like ************************** to confirm the subscription is cancelled by sending me written notification to:****** ********* ****************************************************************************** ************ cell

    Business Response

    Date: 04/01/2025

    Hi ******, I hope you are doing great. I'm sorry to read about your husband. 

    We will have someone from our team reach out to you as soon as possible and process your request. 

    Best regards,

    The LastPass Support Team

  • Initial Complaint

    Date:03/07/2025

    Type:Billing Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Lastpass auto-renewed a subscription which I had already cancelled and closed the account. ********************** does not publish a billing support number and you must have an account to log in for online support. I cannot communicate with Lastpass to request a refund.

    Business Response

    Date: 03/07/2025

    HI *****, thank you for your message. 

    One of our Specialists will be reaching out to you today to address your concern and complete your refund request. 

    Thank you for your patience.

    Best regards,

    The LastPass Support Team 

  • Initial Complaint

    Date:02/25/2025

    Type:Customer Service Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I am a paying customer of ********************** which is supposed to entitle me to customer support. When you open a ticket this is the service you receive. You receive a link with instruction how to resolve your issue. HOWEVER, the instructions given related to clicking on certain links NEVER match what appears on your screen preventing any resolution. No matter how hard to try, never works. If you don't respond quickly they close the account. Recently ****** emailed me and offered to share my screen with him so he could isolate the problem. I agreed and attempted to set up a time that would be convenient for me. Emailed this info to him. Email bounced back. This happens EVERYTIME you try to respond to one of their emails. I reopened my ticket for the last complaint asking ****** to follow through on his offer to share my screen. NEVER heard back from Last Pass. This is their MO. Pressure you to respond and when you miss the allotted time, they close the account requiring you to either re-open the ticket or create a new one. I am still waiting a response to the last re-opened ticket. I have several issues. ** has just sent me the annual renewal amount. I refuse to pay this until they resolve my problem. What I am paying for? A system with several flaws and abysmal customer support

    Customer Answer

    Date: 03/11/2025

    I have not heard from the business in response to my complaint.  Please continue to pursue them.

    Business Response

    Date: 03/11/2025

    Hi *****, we are currently reviewing your open cases and will have a specialist reach out to you to help you with the issues you currently have with LastPass and process your request. 

    Please look for an email from our support team trying to set up a call so we can troubleshoot and solve your issues. 

    Thank you for your patience. 

    The LastPass Support Team

  • Initial Complaint

    Date:02/11/2025

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    2/11/2025 I tried to access my account after being logged out of last pass. I used the same masterpassword that I've used for several years. It was not working and so I chose to recover the password. I reset the password writing the password down. I tried logging in using the new password and this didn't work. I knew what I entered was correct and so attempted again. I was locked out temporarily. I waited and reset my master password again (knowing that I was not incorrect the first two times). I successfully reset the password and again upon login I was unable to access the account. There is no way to contact support if you can't log into your lastpass account to request help for the issue. My passwords are hostages to what is clearly a technical bug with no way for me to get help. It's unacceptable that I'm unable to reset my password and have zero access to all my passwords. I'd like lastpass to remediate this situation.

    Business Response

    Date: 02/11/2025

    Dear ******,

     

    We're sorry to see that you are experiencing issues with your LastPass account. 

    One of our support specialists will be reaching out to you via a support ticket. Please look for an email from our side to begin troubleshooting your issues. 

     

    Best regards,

    The LastPass Support Team

  • Initial Complaint

    Date:02/06/2025

    Type:Customer Service Issues
    Status:
    Unresolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Apparently, LastPass expects prospective clients to be born knowing how to deal with their product -- as if such an idiotic notion exists for any product created in the high tech era! I was told about LastPass by my daughter who is a registered client and she highly recommended it. However, I was investigating it when apparently I made a wrong move of sorts and I ended up with an account without realizing it! I always keep a record of my login information, but LastPass caught me by surprise, so I did not know that I had an account, but today when I tried to log in, I met with cyberhostility in its rawest form!To make matters worse, when I tried to recover this account that was born to some alien, LastPass rejected me to the hilt and gave me no hope at all. If this is how they "work," I want out for good! I'm feeling too hurt to talk about it now. If this is the "security" that LastPass offers, sorry, I'll take my chances playing roulette instead! I want something more secure than throwing a ***** in a wishing well; I may be old, but I'm not insane!

    Business Response

    Date: 02/11/2025

    Dear Mr. ***** I hope you are doing well. 

    Upon your message, we requested one of our support specialists to reach out to you via a support case to process your request. 

    I can confirm that this support case is now closed as a result of the completion of the request and your confirmation of the same. 

    We apologize for any inconvenience caused. 

    Best regards,

    The LastPass Support Team. 

    Customer Answer

    Date: 02/11/2025

    Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

    [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

    Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

    I expected detailed, accurate instructions as to how to organize. To date, I have not received anything of that nature. I am not interested in excuses when receiving adequate instructions is not an excessive request, but if it is, then I'm better off finding another provider -- and I think I already have.

    Respectfully submitted,

    ******* ****
    ************** cellphone
    ************** fax

     

     

    Business Response

    Date: 02/12/2025

    Dear *** ****. 

    I hope you are doing well. The support representative that handled your case contacted you via phone yesterday and provided additional details. 

    It is my understanding that you confirmed that you did not need additional help. 

    If you change your mind about using LastPass in the future, please give it a try by going to ************************** or if you want to know more about how the product works or need help with a feature, visit **********************************

    Best regards,

    The LastPass Support Team

LastPass is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.