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: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

• Initial Complaint

  Date:08/01/2024

  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 have been locked out of their password manager app & website for four days and LastPass will not provide any customer service to unlock my account and I need access to my password manager. I was originally locked out on 7/29/2023, contacted LastPass technical support on 7/29/2024, 7/30/2024, 7/31/2024 and their response is to send me an email with instructions that does not work. I provided LastPass with my cellular phone number and all the will do is send email instructions that will not work.

  Business Response

  Date: 08/02/2024

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

  Thank you for your message. We apologize for your experience with support and hope we can make things better for you. 

  Your case has been assigned to one of our support specialists and we will be reaching out to you via phone call and track your issue on a support case. 

  Best regards,

  The LastPass Support Team

• Initial Complaint

  Date:06/26/2024

  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 been a loyal user of this business for more than a few years. I am based in ******** and have a verified phone number with them for their two step verificaiton. When I moved to ****** for a short business trip this week, they blocked me out even though I had the right password.I have a new phone and had not gotten around to installing the two step verificaiton. I acknowledge that this is my error.So I contacted their support. I put high priority and asked several options for them to help, like if they can send me the ** code for my phone to set up the authenticator, or if they can scratch the step authentication just for now, since I do have my password.I have heard nothing in 48 hours. Now I can't even view the support page that I was able to create because they keep asking me for two step verificaiton.I tried calling the phone number they reported to you.phone number:************** It lead to a "free medical device" get it now business that was NOT lastpass. How Scammy are they? I am flabbergasted.My request is for them to assist me regain access to my account.

  Business Response

  Date: 06/28/2024

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

  I apologize for the delay in our response. We will have someone reach out to you ASAP to provide support to your current issue. 

  Be in the lookout for an email or phone call on our side. 

  Best regards,

  The LastPass Support Team

• Initial Complaint

  Date:06/24/2024

  Type:Sales and Advertising 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 trying to obtain support for a paid service. There seems to be a bug with the service whereby my email address from over 10 years ago has been revived and is out of nowhere required to gain access to my passwords. I have my valid login credentials and have never been asked to reference an email sent to that email address over the past 10 years. Ive been a customer for at least 14 years. I have been unable to access my account for weeks with the exception of offline mode on my mobile device. Losing the service on my other devices has been very detrimental to my day to day productivity. Their support department seems completely unwilling to help and has been unresponsive.

  Business Response

  Date: 06/25/2024

  Good day Mr. ******, we apologize for the delay in our response.

  We have failed to provide updates on the case you have opened with us, feedback has been provided to the representative who owns the ticket. 

  Additionally, we will be assigning a Senior Support representative to reach out to you tomorrow and troubleshoot any outstanding issues. This should allow you to gain access to your account. 

  Will be looking forward to resolving your issue so you can enjoy your LastPass subscription. 

  Best Regards,

  The LastPass Support Team.

  Customer Answer

  Date: 06/25/2024

  [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:05/28/2024

  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.

  In November 2022, I purchased a yearly subscription of LastPass. On April 3, 2024, I decided to delete my account and no longer utilize LasPass. In the email confirming this account deletion, I was told that all of my data was purged from there systems. However on May 18,2024, I received an automated email from LastPass saying that my subscription renewal will be processed on June 18,2024 and my card will be charged on that date. LastPass makes it impossible to contact its **************** team without an account. After reaching out to the Privacy team, their solution was for me to reactivate my account. ********************** does not purge billing data from their systems after users delete their accounts and ex-users are still charged for these services after deletion. I want to have my billing data deleted to avoid a charge for a service I am no longer using, but LastPass has made it incredibly difficult to request this.

  Business Response

  Date: 05/29/2024

  Hi *********, we hope you are doing alright. 

  Our billing system will send automatic reminders that there was an active subscription due on a specific date and that the renewal is coming, this is because the account was deleted mid-term. The account was completely deleted from our system, you can dismiss the renewal notice.

  We apologize for any inconvenience this may have caused, if you still have questions, please let us know. 

  Best Regards,

  The LastPass Support Team

   

  Customer Answer

  Date: 06/01/2024

  [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:05/28/2024

  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.

  LastPass is charging my credit even when I requested cancellation multiple. They have ignored and continue to charge my credit card for up to 2 years. I made my first request Mar 2, 2023 at 2:00PM. They even confirmed the complete deletion of my account Oct 10, 2023, 1:46PM and yet still continue to take my money. I have also reported to my credit card.They have charged me on 4/24/23 $317.09 4/24/24 $317.09 *********** is dangerous and resulting in continued hacks and other cyber concerns.

  Business Response

  Date: 05/29/2024

  Hi ******, we will have a support specialist review your case and get in touch with you via a support case. Please look for a message from LastPass in your inbox.

  Best Regards,

  The LastPass Support Team. 

• Initial Complaint

  Date:04/16/2024

  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 was logged into my LastPass to switch my phone number after I had broken my phone and got a replacement with a new number. However, attempting to change the phone number triggered me to get logged out without changing my number. Now I am trying to log back in to LastPass but I need my old phone number to authenticate it. I cannot use the authenticator app either because it was never set up on my new phone and I have to log in to LastPass to set it up. I am on the family plan and though I am a paying customer, they haven't gotten back to me about my request. It's impossible to find a phone number for customer service. I am locked out of my bank accounts among other things. What stinks the most is I had to request an extension on my taxes since I couldn't retrieve the documents I needed. ***************** please help.

  Business Response

  Date: 04/19/2024

  Hi ******, I'm sorry to see that you are having issues with your LastPass account after changing your phone. 

  I tried locating your account but could not find one associated with your email address, could you please let me know if you have another email that could be associated with it? 

  Best regards,

  The LastPass Support Team

  Customer Answer

  Date: 04/19/2024

  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.]

   

  I use another email, *********************** for my active account. I also attached the receipt for when I bought the family membership (which was I guess in August instead of May). The case I currently have going is with ***** and the number is: ********. I am frustrated that it is taking so long to verify and fix my issues as I've been unable to access passwords for over a week despite being a paying member. I've spent hours changing passwords already and there are still so many to go. I also cannot imagine how many LastPass users are able to answer all 6 "security" questions as I doubt most people remember when they opened their account and how many *********************** they have. 
  
  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,

  Lauren

   

   

  Business Response

  Date: 04/22/2024

  Hi again. I see ***** has asked if he can proceed with further actions, from your reply, I've asked someone to give your request priority so you can regain access to your account. 

  Thank you for your patience and your feedback. We are trying to keep your account secure and that's why we have these verification questions. We're constantly making improvements and we are focusing on this specifically.

  Best regards,

  The LastPass Support Team.

  Customer Answer

  Date: 04/23/2024

  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. 

  Thank you for getting back to me. I have been talking to *****, but it's been three days since I've heard back and the *** hasn't been disabled though I've tried logging in every day since. Can you please help with that?

  
  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,

  Lauren