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:02/01/2025

  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.

  I have been a customer of ********************** for ** years; however, due to the way I am using the service, I have been on the Free plan because it best meets my needs. As of the last week, I have been logged out of my account and completely unable to log back in. I know my Password, but I receive an error saying my password is incorrect. I've even checked my password hint and can see that I am using the correct password. When I ask for a verification email, nothing is sent to my email address, but I am getting other LastPass emails so I know they have it.Additionally, when I try to access LastPass support, the chatbot gives me articles that have not been helpful. When I ask to speak with an agent, the chatbot tells me that only paying customers can speak with an agent and that I need to login, so that it can see that I am on a plan. Even if I was a paying customer, this process is so incredibly flawed because I can't login either way. What's more, this is feeling like a scam to force people to pay to access their own account and ***********************, knowing that people are desperate to access their information. I have used this company for 10 years with hundreds of passwords on their service, so it feels like I am being targeted because they know I need to use them to access these passwords. This is very frustrating an poor business practice for a password vault. I sincerely just want to access my account, so I can now download my passwords and never use LastPass again -- My concern with just moving on without ever accessing the account is that I don't want to leave all of my passwords on their service, I want my account fully deleted for security purposes. If you can please help, I am at a loss of what to do now.

  Business Response

  Date: 02/05/2025

  Dear ***** we're sorry to read that you are experiencing issues accessing your LastPass account. 

  We will be reaching out to you via a support case and send you an email to begin troubleshooting to get you back to your account.

  Please be in the lookout for an email from a support specialist today. 

  best regards,

  The LastPass Support Team

• Initial Complaint

  Date:01/20/2025

  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.

  01 Mar 2023 - LastPass developer hacked and malicious actor saves copies of users' vaults Dec 2023 - suspicious, unsolicited 2FA requests start coming in 23 Dec 2023 - close account and have all account data deleted Jan 2025 - receive subscription renewal email from LastPass to the email I used for marketing and comms - appears to be scam / phishing so I delete it 18 Jan 2025 - automated email from LastPass to my email saying there is a billing issue 20 Jan 2025 - my credit card is billed 20 Jan 2025 - cannot report issue to LastPass because the billing and the marketing emails do not match their system, redirected to a sales email address 21 Jan 2025 - report stolen card to bank, bank blocking transaction, new card being issued 21 Jan 2025 - reported fraud to Massachusetts Attorney General, scam to my email provider ******, and now reporting to you at BBB Looked online and many other consumers are getting fraudulently billed

  Customer Answer

  Date: 02/01/2025

  [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. 
  

  LastPass stated, 

   Based on the information you provided, we were able to locate your account. Since you deleted your user rather than the account, the auto-renewal was still active. Typically, auto-renewal must be canceled by contacting us directly. You can find more details on how to cancel auto-renewal for LastPass Business or LastPass Teamsin the following support article:
  Cancel Auto-Renewal LastPass Support
  Please note that your refund has been processed, and you can expect the funds to be returned within 57 business days.

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

  LastPasss help article does NOT state I need to call to end my billing. Since its been over 2 years I am unlikely to have backed up anything more than the receipts in the past. 
  
  Regards,
  
  ****** ******

• Initial Complaint

  Date:01/13/2025

  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.

  I have been unable to log into last pass via Firefox. A login screen appears, but does not allow me to enter my information and then the screen times out and goes blank. To be completely clear, I am a cloud engineer, so my browser, computer and firewall are always up to date. When I tried to reach out to Last Pass, they only appear to provide support for paid subscribers. Are they really telling me they only ensure the stability of their product for pay? When I signed up more than a decade ago, all services were free. Either way, my information is now being held hostage as I can access it. If this isn't extortion, they need to provide technical support, because their product does not appear to be playing well with Firefox.

  Business Response

  Date: 01/16/2025

  Hi ***** we're sorry to see that you are experiencing issues with your LastPass login in Firefox. 

  We will have one of our Support Representatives reach out to you via email to help you gain access again. 

  Thank you for your patience. 

  The LastPass Support Team. 

   

  Customer Answer

  Date: 01/16/2025

  [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:01/05/2025

  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.

  This is a most frustrating and vexing situation. I have been a user of ********************** for several years and I can no longer log into LastPass, though I have tried every one of the supposed fixes contained within the support pages. I CANNOT LOG IN because it directs me to check an email address that I know longer have access to, and it has been defunct for many years. I have tried to work through all of the supposed fixes LastPass has sent me, but since I cannot log in, none of them work. I began wanting to fix this so I could again use Lastpass, but now I intend to cancel my Lastpass account, but I am unable to cancel it without being able to log in. It is an infinite loop that goes nowhere. I DO NOT WANT TO BE CHARGED AGAIN FOR A PRODUCT I CANNOT ACCESS. I want someone to call me or respond to my many emails with a sensible correction to this mess your software has created for me. Dr ******* *****

  Business Response

  Date: 01/09/2025

  Dear *******, 

  We are sorry to see that you are having issues getting into your account and process your cancellation. 

  I have requested a Support specialist to reach out to you to help you get back into your account. Please wait for an email from LastPass. 

  Thank you for your patience. 

  The LastPass Support Team. 

  Customer Answer

  Date: 01/26/2025

  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 have to point out, that Lastpass told me via email they were going to call me, and then sent me a message that they had tried to call me 3 times without me picking up. And, I never got a phone call, no one left any vm messages, and because it was to my cell phone, I did not have any record of missed calls. I do not believe LastPass ever attempted to call me at all, and any email I sent to them telling them I was available with my phone ready to take incoming calls (calls not blocked from unknown numbers), was met with no response. LastPass also never acknowledged my emails and wrote me emails "answering" but without addressing my issues. My goal with LastPass all along was to be able to log on once more to my account with over *************************** to ensure I could wipe my account, and delete it so I would know the data would not leak, and so I would not be charged again. LastPass's final email was dated January 14th and i reproduce it below completely:  
  
  "dr dr(sic) ******* *****, Your plan has been successfully cancel (sic) now so no unwanted charges will be performed in the future. Your plan will remain active until Feb 26, 2025. Please in the case you would like to get more assistance to be able to get back into your account, feel free to reach us back and refer to the case#: ******** or reply to this email.
  Hoping this information is helpful for you. 
  This case will now be closed.
  Please let us know if you need further assistance. 
  ***, The LastPass Support Team
  
  I responded to that email immediately with no further response. It seems to me their support system is set up to appear as if they are going to be helpful, but they merely want to close the case without concern for my needs as a consumer. I am still at a loss to know whether my account has been expunged or not. I still do not know if I can trust that my data is safe or was safely expunged. And of course, my main concern about logging on again was never addressed. Again this whole situation has been the worst "support" I have ever experienced. I do appreciate that the BBB's portal allowed me to complain to someone, though LastPass did seem to sidestep the actual complaint itself. 
  Dr ******* Fulop    
  

  
  

  Business Response

  Date: 01/29/2025

  Thank you for your message, I can follow up directly with a representative to contact you at the best time of day and the number you confirm. Could you confirm both? 

  While we wait for your response, we will try to use the numbers in file once again and try to reach out to you today.

  Regards,

  The LastPass Support Team.

• Initial Complaint

  Date:12/06/2024

  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 used their free Last Pass, password saver program. All was well and then it would NOT actually give me an open screens. It gives a blank screen with their name only. I cant use that at all. But it will open all my secret passwords and put them in the screens where I do not want them opened. In essence, I am NOT ALLOWED to close this ************ populates passwords when I do not want them. I tried to reboot and it will not close. Support has not contacted me. I am worried that my passwords may be exposed and I cant control this software. I need someone at Last Pass to fix this matter asap.

  Business Response

  Date: 12/10/2024

  Hi *****, one of our support representatives will be reaching out to you via email to provide support on the issues you have been experiencing with LastPass. 

  Looking forward to see your issue fixed. 

   

  Best regards,

  The LastPass Support Team

• Initial Complaint

  Date:11/23/2024

  Type:Sales and Advertising 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.

  On 11/23/24 I discovered my LastPass had been compromised. Someone had added a FICO2 key to my account and given themselves offline access. Even with changing my masterpassword and settings this person still had access. I filed for a phone call to try and fix the issue. No one called me. I had to delete my account and all my information and am now having to change all my passwords on pertinent accounts. I received an email finally after hours (I asked for a phone call).

  Business Response

  Date: 11/27/2024

  Hi ********, we're sorry to hear about what happened to your account. 

  A Support specialist will reach out to you as soon as possible to help you with your concern and anything you need to have this issue sorted. 

  Best regards,

  The LastPass Support Team.

• Initial Complaint

  Date:11/18/2024

  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 am paying Lastpass to store all my passwords. Recently I changed phone #'s and more recently I changed my cell phone. But my email with Lastpass has never changed. Which is ************************** I cannot get into Lastpass. I tried reaching out to support but they seem to think I need a password reset. I do not. I know my password. It's the multi-authentication that's causing me trouble. That is tied to my old phone # ************. I no longer have that phone # anymore. Just my new phone # ************. I am a paying premium customer and getting no real help. I need my access. I've asked them to call me but seems doubtful. Maybe you can help me resolve this issue. Thank you

  Business Response

  Date: 11/20/2024

  Hi *******, we're sorry to see that you are experiencing issues after changing your device. 

  One of our representatives will be in touch with you and help you sort your issues. 

  Best regards,

  The LastPass Support Team. 

• Initial Complaint

  Date:10/30/2024

  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 have lost my password to this account and need to speak to someone about canceling my service subscription that renews in November. I went to their website and they have no way to contact them except for the app for which I have forgotten the password. I attempted to contact them through a corporate sales account number that I found through an internet search but they were unable to help. All Iwant to do at this point is to cancel my subscription that I have been unable to use because of a forgotten password. Their lack of customer support for those that are locked out of the app for whatever reason is the absolute worst I have experienced. It is a total scam to make it this difficult to access customer support so people are forced to remain customers because they cant access customer support to cancel service. Please help by providing a phone number to this terrible excuse of a company. Thanks in advance, ***** ******

  Business Response

  Date: 11/04/2024

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

  Please note that one of our support specialists will reach out to you via a support ticket and help you process your request. 

  Best regards,

  The LastPass Support Team.

• Initial Complaint

  Date:10/15/2024

  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 signed up for the LastPass service (digital password manager) a few years ago. I found it complicated to use, and so abandoned it. However, I did not cancel my annual subscription at the time (~$50). Subsequently I have been automatically charged the annual subscription fee in 2022 and 2023, as I can see from my credit card records. The auto renewal of this subscription will happen again on Nov. 7, 2024. I want to cancel the subscription prior to that ********* order to cancel, one has to log in, but I am unable to do that. Logging in requires an email and password. Neither of my current 2 email accounts was used to create the LastPass credentials (the website tells me that it does not recognize either of my email accounts). The computer I used at the time had a browser extension installed on it, but that computer has been wiped and surplussed since that time. Without the email address used, the website cannot validate who I am. There is not a phone number to call to speak with a person. The chat assistant on the website is virtual, and can only direct me to log in, which is circular and brings me back to the problem that I cannot log in. Same for the **** about logging in. I have searched the internet, separate from the ************************** website, for a solution. Ultimately, the only way to cancel the subscription is to log in, and the only way to log in is to use the email address used at the time of creating my account. There is not a human that I can speak to in order to validate my account another way.Are you able to help me find a human at Last Pass so that I can cancel my subscription before the auto renewal happens on Nov. 7, 2024?Thanks very much,***** ******* *******, ** ***************************************

  Business Response

  Date: 11/04/2024

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

  We will have one of our support specialists look at your account and process the cancellation. Also, you should receive confirmation via email that the process has been completed. 

  Best regards,

  The LastPass Support Team. 

• Initial Complaint

  Date:10/08/2024

  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 was a LastPass subscriber; however, I decided I didnt want to continue with subscription that was up fo renewal this year and took steps to export my passwords and then delete the account on *********. On 24Sep2024, I was charged the renewal fee anyway. I attempted to contact company through their website and the information provided was that I would need to create an account again to receive customer service/support. I dont agree that I should be required to create an account again to request a refund. The company offers no phone number for billing issues. I tried calling ************ which directs that all billing matters must use their website (which requires account creation).

  Business Response

  Date: 10/14/2024

  We are currently reviewing this account to see why there was a charge after the account was deleted.  We are also processing the requested refund amount ASAP.

   

  Thank you,

  ***** ******

  Senior Director, LastPass Customer Care

  Customer Answer

  Date: 10/14/2024

  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. 

  Hello- It is accessible to me to be credited back for the erroneous $39.20 LastPass charge; however, Im seeking assurance from LastPass that my previous subscription is indeed fully canceled effective 23SEP2024 with the accounts deletion and that they are not authorized to charge any of my accounts a recurring charge in the future. Thanks 
  
  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: 11/04/2024

  Hi *****, we want to confirm that the issue was addressed via a support ticket where our support specialist confirmed your refund. 

  Additionally, this account is now deleted and you should not see another charge as requested. 

  best regards,

  The LastPass Support Team