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: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

• Initial Complaint

  Date:10/01/2024

  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 work for a nonprofit in ******** and we had an account with ********************** for about 2 years. We decided to close the account and shift our ********************** management to ********. I logged in to Lastpass in early Oct. of last year and cancelled the account. Last week we were charged for a renewal on the account. I tried to reach out, but there is no way to contact Lastpass unless you have an account. My email that was connected to the account and was my User ID, has been deactivated so there is no way for me to sign in to what I thought was the closed account. I would like a refund, but more than that, I don't want to keep being charged going forward.

  Business Response

  Date: 10/03/2024

  Hi Bryn thank you for your message. 

  One of our support specialists will be reaching out to you via email and process your request. 

  Best regards,

  The LastPass Support Team

  Customer Answer

  Date: 10/04/2024

  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. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Bryn

   

   

  Business Response

  Date: 10/28/2024

  
  Hi Bryn, I'm following up on behalf of the LastPass Support team. 
  
  Please note that as of Oct 18, one of our Specialists processed your refund and ask for up to 10 business days for it to be reflected on your account. 

  I have also shared this message to the email address you have provided in your latest update. 

   

  Best regards,

  The LastPass Support Team

• Initial Complaint

  Date:10/01/2024

  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 closed my account with ********************** as of August 6, 2024, and as of September 30, 2024, I have a pending debit from my bank account in the amount of $48.00. There is literally no way to contact LastPass support if I do not have an account - which I have checked by using my email address and asking for a password reset - and I have received nothing in my email including in my Spam folder. There is nothing I can do but reach out via BBB to get this resolved. I want this charge to be credited back to my account once it goes through, and I never want to be charged again by LastPass.

  Business Response

  Date: 10/03/2024

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

  We have received your information and one of our Support Specialists will reach out to you via email to complete your request. 

  Best regards,

  The LastPass Support Team

  Customer Answer

  Date: 10/05/2024

  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 ********************************* has responded via email and we are exchanging communications, but they have not yet issued the refund as of 10/5/2024. I would like to keep this complaint open until such time that they have issued the refund because I cannot know know that they will actually follow through. Thank you! 
  
  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: 10/22/2024

  Hi, the last update from our support specialist was that a refund was processed and to allow between 5 to 7 business days for it to reflect in your account. Could you please confirm that this was processed?

  Thank you, 

  The LastPass Support Team

• Initial Complaint

  Date:09/16/2024

  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.

  This company, Last Pass, has locked me out of my account, through a set of arbitrary questions that cannot reasonably be answered by somebody locked out of their account. They have now disrupted our business operations for more than 10 weeks and are refusing to give any alternative way to unlock the account than questions that cannot be answered.Specifically they want to know: - the last IP address I used - how many passwords stored in there. - the year and month I created my account (more than 7 years ago). It is impossible for me to provide any of these numbers precisely at this point

  Business Response

  Date: 09/23/2024

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

  We can gladly ask one of our Support Specialists to reach out to you via a support case, however there is an open ticket that requires your attention. Case 02696015 is open and waiting for your response to proceed with your request. 

  It is important to understand that we are not able to process certain requests without being able to verify the identity of our customers through a short questionnaire. 

  I've noticed that multiple support cases have been open on your side that have been closed due to not receiving a response from you. Please take a moment to reply to this message or the aforementioned support case so we can continue helping you. 

  Best regards,

  The LastPass Support Team

• Initial Complaint

  Date:08/26/2024

  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.

  Dear ***/*****,I am writing to formally file a complaint against LastPass, a company I had been a loyal customer of for three years. My issue pertains to their unauthorized renewal of my subscription and their subsequent refusal to issue a refund, despite my requests.For the first two years of my subscription, I manually updated my payment information and authorized the renewal. However, this year, LastPass automatically renewed my subscription without sending me any notification regarding the upcoming renewal or any reminder that my payment method would be charged. I only became aware of this charge when I was meticulously going through my bank statements. The charge was made on February 27th, 2024, for an amount of $39.13.Given that I stopped using LastPass entirely in 2024 due to their well-documented security breach, which severely undermined my trust in their product, I believe that a full refund is warranted. Initially, I requested even a partial refund as a compromise, but LastPass refused. Given that I have not used their service at all this year, I find this refusal both unreasonable and unacceptable.As a customer, I feel that I was taken advantage of by their auto-renewal policy, which was executed without proper communication or consent. The lack of notification is particularly concerning as it does not provide customers with the opportunity to opt-out or review their subscription status before being charged.I kindly request that the BBB assist in resolving this issue by encouraging LastPass to issue a full refund of $39.13 for the unused subscription. I believe this is a fair and just resolution given the circumstances.I appreciate your attention to this matter and look forward to your assistance in helping me reach an acceptable resolution.Thank you for your time and consideration.Sincerely,Dakotta

  Business Response

  Date: 08/26/2024

  Hi *******, thank you for message. 

  We will have one of our Support Specialist reach out to you via a support case to address your concern. Please be in the lookout for an email from LastPass. 

  Feel free to let us know this way as well if you need anything else. 

  Best Regards,

  The LastPass Support Team