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Business Profile

Computer Software

LastPass

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Computer Software.

Complaints

Customer Complaints Summary

  • 90 total complaints in the last 3 years.
  • 38 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:09/04/2025

    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 canceled ******** in the summer of 2024, a month before my annual charge. They charged me $48.00 on 09/03/2024 for the year. When I tried to contact customer service I was unable at first due to the fact that I had canceled my account and was no longer able to log in. Eventually, I was able to get a hold of a service person who said they couldn't help me because the account was already canceled. Being assured that everything on their end was closed, I stopped pursuing it. However, I have yet again been charged an annual fee of $48.00 on 09/02/2025! I still can not contact anyone since my credentials are invalid due to my account being canceled. I have been unable to find a phone number to call or any other way of contacting anyone at the company to resolve this issue.

    Business Response

    Date: 09/04/2025

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

    We're sorry to see that your still have charges after requesting to cancel. I could not locate any support cases or active accounts, however we will have someone from our support team reach out to you via a support ticket to follow up on your request. 

    Please be in the lookout for an email. 

    Best Regards,

    The LastPass Support Team.

  • Initial Complaint

    Date:08/23/2025

    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.
    I have a free account with **********************, which I use to store all my passwords. I recently opened it up, and they were gone. I requested a live agent on chat, and it told me I need to be a paid subscriber to get a live agent. This makes LastPass VERY UNRELIABLE as a password manager.

    Business Response

    Date: 08/28/2025

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

    We have the support case 02931615 which confirms that you were able to login to your LastPass Account. 

    We sent you a couple of follow up messages but haven't received a response. 

    If you still have issues, feel free to reply to the support case and we will make sure to provide additional support. 

    Best Regards,

    The LastPass Support Team

    Customer Answer

    Date: 08/28/2025

    [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,

    ******* *******

  • Initial Complaint

    Date:08/13/2025

    Type:Order 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.
    This company is like a living h*** and will be automatically deducting another years fee on September 13 because its a security program and I amlocked out of it so I cannot do anything to stop them. They have no phone number to call and only using AI generated imbeciles. I need your help to contact them and get my contract canceled which is absolutely doable if I could only sign in. Its a 22 and Im fed up with this company

    Business Response

    Date: 08/13/2025

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

    We're sorry to see that you are having trouble logging in to your account.

    One of our support specialists will be reaching out to you to help you gain access to your account and process your request. 

    Best regards,

     

    The LastPass Support Team

    Customer Answer

    Date: 08/13/2025

    [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,

    **** *********

  • Initial Complaint

    Date:08/05/2025

    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.
    For the past 3 days, I have not been able to log in to lastpass! The first time there was a popup on the screen indicating I had a new device and had get authorized, BY LOGGING IN. I have NO new devices, nor have I moved. This is insane!I am unable to pay bills, logon to my websites or do my job! I keep resetting my password, getting authorized - again, then AGAIN, then it blocks me from signing in. I AM FURIOUS THERE IS NO PHONE SUPPORT. I cannot EMAIL lastpass without LOGGING IN! They make it impossible to resolve this issue. I tried calling the corporate headquarters to the ********** (there is no other support option for this issue) but was left on hold until I hung up.I want to know what the problem is the app. I have had this account for probably 20 years - and even though i have printed out my passwords, many of them (banking, etc) aren't included on the printout - plus other sites ask me to change my passwords frequently. With several hundred passwords, I don't have to time reprint a list each time a password is changed. Nor do I have time to WAIT, to find a way to SPEAK or EMAIL support. I have a password keeper for this specific reason - so i don't have to look it up. If the app isn't going to work properly, then I'll switch to a different password app, like ******* and leave my feedback for Lastpass based on the time it takes for them to resolve this issue.

    Business Response

    Date: 08/11/2025

    Hi *******, we're sorry to see that you are having issues with your LastPass account. 

    I could not locate any existing support tickets, however we will have someone from our Support team reach out to you via email from a new support ticket. 

    If you need anything else, please let us know.

     

    Best Regards,

    The LastPass Support Team. 

  • Initial Complaint

    Date:08/04/2025

    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.
    Prior to this weekend, I had a LastPass account that I used the 'Forgot Master Password' option many times, almost every time I logged in. It prompted me to do face recognition and have my email on file to send a verification code. I got a new phone this past weekend and attempted to log into LastPass yesterday and suddenly when clicking on the 'Forgot Master Password' option and trying to send an email via the 'Recover Account' button to the email that's pre-filled and has been on file for 2+ years, I get a pop up that says "Account recovery is not setup for this email."I don't have any other way to access all my passwords within this app. I tried to call customer service and it said to put in a support ticket on the website. I did that and never heard back. I need to have someone reset my password for me asap!

    Business Response

    Date: 08/05/2025

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

    We're sorry to see you are having trouble with your access. We received your request for help through the support ticket 02919502.

    One of our Support representatives has this assigned and will be contacting you soon via email. Please look for an email from LastPass. 

    If you continue to have issues or need anything else, feel free to reply to the email or through here. 

    Best regards,

    The LastPass Support Team

  • Initial Complaint

    Date:08/04/2025

    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.
    Last Pass does not retain information on my accounts. I have to reenter every time. I have tried everything possible to reach a human being to assist with my problem - to no avail. The suggested answers do not help me with my issue. I am ready to move on to another company but I have been with Last Pass for many years and would prefer not to leave. Last Pass makes resolving issues very difficult since you cannot reach an individual to help. I thought being a premium member might help but it does not. I am extremely frustrated.

    Business Response

    Date: 08/11/2025

    Hi ****, I'm sorry to see that you are experiencing issues with your LastPass account. 

    I could not locate a support ticket in our system with your email address. But we will be creating one and reach out to you via email to provide support. 

    If you wish to be contacted via phone, please share your best contact number as well as best time to call you. 

    Best regards

    The LastPass support team

  • Initial Complaint

    Date:07/19/2025

    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.
    Lastpass is charging me money, but not allowing me into my account. They have only offered a few options to get into my account. None of which are possible in my situation. I have emailed them, tried to connect with them over live chat, call them, and they hang up on me, do not connect me to a live agent. Take days to respond via email and then close the ticket without the issue being resolved. I have asked to escalated and they refuse to put me in touch with anyone who can help. All of my personal data and passwords is locked in their platform and they do not make it possible for me to access my data, yet they continue to charge me for the services. I want a phone call by a native english speaking person, residing in *****************, who can speak english clearly and works at corporate headquarters.

    Business Response

    Date: 07/22/2025

    Hi ******, hope you are doing well. 

    I found multiple tickets in our system and currently we are trying to get a response from you on ticket number 02910283. 

    Not sure if you are getting our email alerts, perhaps you could check the spam folder in your email inbox?

    If you prefer to be contacted via phone, please let us know the best time to call you and to what number. 

    best regards,

    The LastPass Support Team

  • Initial Complaint

    Date:07/18/2025

    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 have a Premium Last Pass membership that renews annually and was paid in June with a receipt date of 6/8/2025.A Premium account allows unlimited devices to access the account. My account does not, despite having paid for the benefit of unlimited access. Instead, I am limited to mobile access only.I have tried numerous times to contact them after researching information as to how to resolve through their 'library of articles'. I attempted to get live support and filed two support tickets. No one has contacted me with a resolution or response. Customer support is nonexistent and resembles a never-ending cycle of dead-ends.

    Business Response

    Date: 08/04/2025

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

    I found that we have solved your issues through the support ticket 02909908. 

    We apologize for any inconvenient caused. Please let us know if we can help you with anything else. 

    Best regards,

    The LastPass Support Team

  • Initial Complaint

    Date:07/09/2025

    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.
    My complaint EXACTLY mirrors a June 2025 complaint of another unhappy customer. I'm pasting it in here:"********************** 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: 07/11/2025

    Hi *******, I hope you are doing well. 

     

    One of our support specialists will reach out to you to help you with your login issue and cancellation request. 

     

    Please be in the lookout for an email from LastPass. 

     

    Best regards,

    The LastPass Support Team

  • 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 *******, 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

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