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

  • 81 total complaints in the last 3 years.
  • 31 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:06/12/2025

    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.
    I tried to recover my account because when I changed my password, despite changing the password and then trying to immediately log in with the new password, it did not work. The account recovery is not working because I have to use the sms code, but the code and browser are not matching? I lost access to the email associated with the account so I cannot use that method (I am trying to rectify this but am unsuccessful as of now). When I try to recover my account via SMS on a different browser, it says too many SMS codes have been sent and to try again later. I have searched for a way to contact support, but they don't allow you to reach a support agent unless you are logged in. Since I can't log in (that is my issue) I am stuck! I need someone from the company to help me so I can recover my account and get all my passwords.

    Business Response

    Date: 06/17/2025

    Hi Suzanne, thank you for your message. 

    One of our support specialists will be creating a ticket and reach out to you soon. 

    We should be able to help you getting back to your account, please be in the lookout for an email on our side. 

    best regards,

    The LastPass Support Team

  • Initial Complaint

    Date:06/12/2025

    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 has been victim of security breaches as recently as 2023, with ongoing impact to customers having been mentioned in late 2024. I am trying to cancel my annual subscription and receive a pro-rated refund, whereas the company declines due to their TOS. Although I have not individually been victim to the breach, LastPass is not considering the possible ramifications should this continue to occur to their customers.Not asking for full refund, just prorated based on subscription date (Feb 2025)

    Business Response

    Date: 06/12/2025

    Hi Derek, I hope you are doing great. 

    We were trying to locate an active subscription with the email provided but could not find one. 

    I wanted to share with you a link toan article that talks in detail about what happened in the incident you mentioned 

    https://support.lastpass.com/s/document-item?bundleId=lastpass&topicId=LastPass/security-bulletin-recommended-actions-for-customers.html&_LANG=enus

    Also, I think it's valuable that you take a look at what LastPass has done since the incident to be more secure. 

    https://support.lastpass.com/s/document-item?bundleId=lastpass&topicId=LastPass/incident-work-completed-roadmap.html&_LANG=enus

    Finally, since your subscription plan is prepaid, you will keep your LastPass service until the billing period ends, which means a refund is not provided.

    Best Regards,

    The LastPass Support Team

  • Initial Complaint

    Date:05/30/2025

    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.
    As a paying customer since 2011 I expect a response. Payment of $39.29 on Aug 01, 2024 was made for a year of password management software. Yesterday I went to login and Face ID was disabled. Assuming someone had hacked in, I reset my password and saved it. When I went to re enter it, it said it was incorrect. Ive tried numerous times to reset it again, received some codes (but not all) from LastPass to enter but when I do, nothing happens or it says my account cant be reset. I also cant contact the company to tell them what happened because I need to log in to file a ticket. I finally found a place to alert them to the problem and get help. I then receive an email from ******************************************************************** which I dont even know is the real company or a scam telling me they can revert back to my previous password but I have to respond with a picture of myself holding my license, sign a waiver in pdf format, along with other details such as a screenshot of my credit card receipt since they dont actually ever email you one. Since I replied back I have not heard any response. This is utterly unacceptable as there is no way to know if Im responding to a scam. Please do the right thing and make it right by responding and reverting my password.

  • Initial Complaint

    Date:05/28/2025

    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.
    I received an auto renewal notice and need to cancel. Just like the many other BBB complaints this this business, I cannot log into my account to cancel the auto renewal. I have tried to contact the company multiple times but they do not have an email and the support chat only works if you log into your account. I tried the number on the website and it went to a voicemail. I want to cancel my subscription but there seems to be no away to do so. This seems highly illegal. Given, the fact there are multiple other complaints that are identical to mine, this clearly is a systemic issue with this company that should be looked into/

    Business Response

    Date: 05/28/2025

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

    One of our support representatives will be reaching out to you to help you with your login issues and process your cancellation request. 

    Please be in the lookout for a message from our team. 

    Best regards, 

    The LastPass Support Team

  • Initial Complaint

    Date:05/26/2025

    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.
    LastPass provides me no way to cancel my subscription without logging into their website. They also provide no way for me to recover my master password, which I have forgotten. So I am stuck in a situation where I cannot log in to cancel my subscription now can I find any way to get them to help me log in.I have used LastPass for many years but recently decided to switch to another password manager due to the numerous public complaints against LastPass and their declining product and customer support.I want to cancel my subscription so that it does not renew on June 25, 2025.

    Business Response

    Date: 05/27/2025

    Hi *****, we're sorry to read that you are experiencing issues to recover your account.

    One of our support specialists will be reaching out to you to help solve your login issues as well as processing your request to cancel. 

    Please make sure to check your email for a message from our team. 

    Best regards,

    The LastPass Support Team

  • 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

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, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

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.