Complaints

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.

• Initial Complaint

  Date:05/30/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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:

  AnsweredMore info

  Complaint statuses

  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:

  AnsweredMore info

  Complaint statuses

  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:

  AnsweredMore info

  Complaint statuses

  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:

  ResolvedMore info

  Complaint statuses

  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:

  AnsweredMore info

  Complaint statuses

  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:

  ResolvedMore info

  Complaint statuses

  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:

  AnsweredMore info

  Complaint statuses

  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:

  ResolvedMore info

  Complaint statuses

  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:03/29/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  My company used LastPass to store our company passwords. We recently dissolved the business, but still need access to our accounts/*********************** to wind-down business matters (tax filings, etc.). We no longer have access to the email accounts used to open the LastPass account, and ********************** won't let me login to my LastPass account using the information that previously worked. When I attempted to contact the company for assistance, their website and chatbot just sent me in an endless loop asking me to login for help. But..... I can't login. So they wont help me unless I can login, but they won't let me login with my account information. Furthermore, there is no exit from the chatbot or website to a live human. Therefore, there is zero resolution as I'm just stuck in limbo. This is the worst customer support experience I have ever seen, where they refuse to help there userbase. I'll never use their platform again - I would rather pay a nominal amount to 1Password or any other platform.

  Business Response

  Date: 04/04/2025

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

  A support specialist will be reaching out to you to follow up with your request. 

  Best regards,

  The LastPass Support Team

  Customer Answer

  Date: 04/14/2025

  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. 

  LastPass reached out to me for account verification information to respond to my case, which I appreciate. However, after I provided them the information and affidavits they asked for (see attachments), they never responded about my case again.

  Instead, they continuously sent me reminders that I needed to login to my account to follow-up with my case and to check the status. Keep in mind, this case started because I CANNOT LOGIN. So, to resolve a matter where my account is locked out and I cannot login, they asked me to login and threatened to close my complaint case if I didn't. 

  Today, I received a notice that my case was closed for nonresponse, despite that I responded through email (attached).

  It's abundantly clear that this company does not staff a support team sufficient enough to manage their customers or give their customer base any sort of tailored / appropriate responses. Instead, they simply provide generic responses to any support or complaint case, to the point of utterly killing irony ("to reply to your case [about your inability to log into / access your account] please login to your account...." I would highly recommend anyone thinking about using their platform reconsider.

   
  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.
  
  FAQ
  
  Regards,

  *******

   

   

  Business Response

  Date: 05/19/2025

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

  We sent you an email asking for additional information to be able to assist further. We understand you don't have access to the email anymore, so we need to verify your information and ask you for additional details. 

  This is what the support representative in charge of your case sent you, we did not receive a message or reply after his last message. 

   

  You must answer the following questions and provide the requested information:
  
  1. What is the email you use to log into your LastPass account?
  
  2. Please complete and sign the attached Account Verification form. (We cannot accept electronically signed document)
  
  Additionally, you may either provide (1) a legally binding identity verification evidence (e.g., using a ************* Provider to verify identity, which can be found here:
  
  ******************************************************************************************************************************************, or for EU citizens, you can use an electronic signature issued by trusted service providers ) or (2) provide additional information below:
  
  3. When was the last time you used or accessed your LastPass account?
  
  4.What was your location the last time you accessed your account?
  
  5. What was the browser and type of device you used to access your account last? (e.g., the Android App, iPhone App, Safari Browser on a Mac, Chrome Browser on a PC, etc.)
  
  6. During the last use of your LastPass account, what action did you take (e.g., added a site/ password)
  
  7. Please provide a picture of yourself holding their photo ID (If you believe any information on your photo ID is not relevant, you may redact it before sending along to us.)
  
  Please be sure to answer all of the questions accurately and provide all requested information. We may not be able to assist if the information does not match the information we have in our records.

   

  Once we have those details, we can proceed to help you with the issues you reported so you can access to your account. 

   

  Best regards,

   

  The LastPass Support Team

  Customer Answer

  Date: 05/20/2025

  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. 

  I do not accept this response.

  
  The company responded with a request for the same information they  requested before, and its the same information I provided to them in my email response. I attached that email (with the requested information) to my prior complaint response - that email clearly shows me responding to their inquiry.
  

  Now they are gaslighting me by saying that (1) I never responded to their prior request (the email I attached in this complaint history disproves that) and (2) that they still need the information THAT I INCLUDED IN THAT ATTACHMENT. Their management of this complaint and all prior attempts I made to obtain resolution just show how little they care about customer support.

   

  i started this compliant in hopes of getting their attention in order to close out a state taxation matter in which time was of the essence. That time has come and passed. I had to handle the matter with the state department of taxation after hours of calls and communications.
  

  LastPass thinks they can skate by this complaint by waiting until the very last minute to submit a response before a complaint response is due to the BBB.  They dragged out this matter for months, and that was AFTER they failed to provide any meaningful customer support from the outset.

  This compliant should be closed without resolution because none has ever been provided, and its now too late to provide the desired resolution that this complaint set out to obtain.

  
  FAQ
  
  Regards,

  *******

   

   

  Business Response

  Date: 06/02/2025

  Hi ******* I can see we sent you another email to ***************************. We also tried calling the number 61480000189 but did not get an answer. 

   

  Would you please indicate what is the best way to communicate with you as we need to perform additional verification to be able to support. 

   

  Thank you for understanding. 

  Customer Answer

  Date: 06/03/2025

  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. 

  As I said in my last response, their final attempt to resolve this matter (only after I filed a complaint) is too late. 
  

  I needed my company login information to file state tax returns and information. Their lack of support and delayed response to this complaint caused my returns to be late. I finally worked with the state department of taxation to clear things manually without the login information hidden behind LastPasss lacking support system. 
  

  now that the tax matters are cleared up, I no longer need LastPass and the information therein. So any attempt by them to remedy this matter (well after the ballgame is already over) is an exercise in futility.

  They failed to help. They failed to respond to this complaint or provide any support in a timely manner as they falsely claim. And they shouldnt be allowed to feign interest in the matter now that its already closed without resolution.

  
  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.
  
  FAQ
  
  Regards,

  *******