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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

  • 81 total complaints in the last 3 years.
  • 31 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:08/01/2024

    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.
    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:
    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 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:
    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 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:
    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.
    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:
    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 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:
    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 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

     

     

  • Initial Complaint

    Date:04/14/2024

    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 had an annual last pass through my work two years ago. Last year after the security breach, I have tried to log into my account several times and have been unable to. When I seek support through the last past website, I receive an automated message that gives me steps that are not helpful. There is no way to speak to an actual person unless I am able to log into the account. However, I was charged $52 last week for an annual pass. I have been attempting to login so I can completely cancel out of last pass for the last month, and as I have said, I have found myself any loop of automated message that state that I am a free customer. I believe that ********************** has created the system in order to profit off of consumers who dont have the time to deal with this frustrating loop. I find it predatory. I want to refund for this annual pass that I was charged. I dont want anything to do with last pass, and have not for the past year. I think it is strategic that there is no way to contact an actual customer service representative of **********************. I would like a refund.

    Business Response

    Date: 04/15/2024

    Hi *******, we're sorry to see you are experiencing problems accessing to your LastPass account.

    We will have a member of our support team get back to you as soon as possible and help you trying to gain access your account again. Please bee on the lookout for an email from LastPass Support. 

    We are also reviewing your subscription and will be helping you with your cancellation request. 

    Best Regards,

    The LastPass Support Team

  • Initial Complaint

    Date:04/02/2024

    Type:Billing 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.
    My father, a subscriber to LastPass, had a stroke in 2022 and is partially disabled. He lives now in a care home. I am his son and power-of -attorney. His computer has been taken out of service (over a year now) and all known subscriptions/licenses cancelled. He is mentally impaired and does not recall his IDs and passwords for anything, and is unable to use the phone or any electronic device. A charge for LastPass just appeared on his Discover credit card and I need to cancel the subscription and have the charge refunded. LastPass support provides no way to contact an a human to fix this situation., hence this complaint. I will supply all necessary information to verify the account and my POA role if someone at LastPass will contact me via email or phone.

    Business Response

    Date: 04/03/2024

    Good day ******************, thank you for your message. 

    We're sorry to hear about the situation you father had in 2022 and hope he is doing better now. 

    A Senior support specialist will be reaching out to you and take care of resolving your concerns with your father's account. Please expect an email from LastPass support. 

    Best regards,

    The LastPass Support Team

    Customer Answer

    Date: 04/03/2024

    [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:03/24/2024

    Type:Customer Service 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.
    Weve been using this company to store and guard all of our passwords for both online and offline accounts. In fact weve had the same master password for 8+ years but today we can not access the vault despite being 100% sure our login credentials are correct.Because we cannot login we cannot contact customer support and are now left to flail around attempting to organize our life without the ability to access our accounts.We need someone at LastPass to sort this out for us.

    Business Response

    Date: 04/01/2024

    Good day *****, I hope you are doing well. 

    We reached out to you via a support case in our system, the support ticket for reference is 02559535. One of our support representatives tried to get in touch with you on 3/27 without success and we have seen your reply. 

    We will be following up with this today so please expect a call from our support team. 

    Thanks. 

    The LastPass Support Team. 

    Customer Answer

    Date: 04/12/2024

    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 # 21478624. 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,

    *****

     

     

  • Initial Complaint

    Date:03/24/2024

    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.
    The site lastpass.com requires me to login before I can talk to support or post to the community.I cannot recover my account through many attempts.They just charged me almost $40 after several payment failures, and this was via an expired and no longer valid debit card....somehow. This counts as a fraudulent charge.I'd like to have this charge reversed, my account deleted, and no further business with LastPass.

    Business Response

    Date: 04/01/2024

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

    We have reached out to you on 3/25 as a result of your message here, via support ticket 02558989. Case is currently waiting for a confirmation on your side that we have been able to clear your questions or concerns.

    Please feel free to let us know through here as well if you still have questions or if we have been able to address your concerns. 

    Best regards,

    The Last Pass Support Team. 

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