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:10/22/2023

  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.

  Somehow, Lastpass managed to charge a card that I cancelled with my bank months earlier. I reached out to them and they agreed to refund the money, since the charge never should have been possible in the first place. The problem is, they issued the refund to the cancelled card, so my bank rejected the refund. I reached out to LastPass to let them know this had happened, and they stated "the money is no longer in their possession" because they had issued the refund, so they were not able to issue a new one to a different card. I spoke with my bank, and they never accepted the refund. This means, without a doubt, that the money never left LastPass's account. I have tried reaching out to them on two additional occasions and they continue to lie, saying that the money is no longer in their possession, and they immediately close my support request. I requested to be put in contact with a supervisor, and they refused to do so. I just want my refund.

  Business Response

  Date: 10/23/2023

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

  We are currently reviewing your situation and will be contacting you as soon as we have more information. 

  Best Regards

  The LastPass Support Team.

  Customer Answer

  Date: 10/23/2023

  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 to the company for the offer to look further into this. Since I only had two options, to accept or reject, less my complaint be automatically marked as resolved and closed in 10 days, I opted to reject, but it sounds like the company will be reaching out with further information soon. I will await a response.
  
  FAQ
  
  Regards,

  *******

   

   

  Business Response

  Date: 11/01/2023

  Hi *******, we have sent you an additional note via a support ticket 02459279. We need your help by completing the form sent to you via that case to process the refund you requested. If you have any trouble or questions regarding the case or the form, please let us know. 

  Best Regards,

  The LastPass Support Team

• Initial Complaint

  Date:10/08/2023

  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.

  LASTPASS.COM STORES USERNAMES AND PASSWORDS LASTPASS LOST THIS DATA TO FOREIGN ENTITIES TO LASTPASS

  Business Response

  Date: 10/11/2023

  Hi ****, I hope you are doing well. One of our Support representatives reached out to you yesterday via a phone and confirmed that you were able to get clarification on your issue and you were good to go. 

  If you feel like you still need additional information, please let us know. 

  Best Regards,

  The LastPass Support Team

• Initial Complaint

  Date:10/03/2023

  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'm a paying customer of ********************** and signed up for an annual auto renewal of my plan that is charged every February for $36. I last paid 2/18/23, but haven't actually used the product in many months. When I attempted to log on this week, I discovered that the master password, which I saved in a safe place, no longer works. I received an email 9/21/23 stating that there would be new requirements for my master password, but as I hadn't used the service in so long I did not make it a priority. Now, LastPass has moved its customer service so that it's no longer available to anyone who is not logged in. This means that not only am I unable to access my account, but I am also unable to cancel the auto renewal for next February. How can it be allowed for a company to prevent people from cancelling auto renewal?

  Business Response

  Date: 10/06/2023

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

  Our team has confirmed that they were able to reach out to you and turn off auto renewal. It is my understanding that we have also been able to solve your issue.

  Best regards,

  The LastPass Support Team

• Initial Complaint

  Date:09/29/2023

  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.

  LastPass has deleted my account without my request of payment interruption. They are specifically designed to not have customer support with no way to reach them except via logged in access which I cant do because they have deleted my account or corrupted it. They sometimes participate on the community forum but most of the time ghost customers or send them to a bogus page to reach customer service without logging in - this article does not work and routes you to the same page. So there is no email or phone number to reach them to troubleshoot the account or even cancel the account. No ********************** account or recovery works because my email appears to be invalid. I was kicked out mid-day while successfully using it. Other customers are having issues and LastPass is not responsive.

  Business Response

  Date: 10/03/2023

  Hi there,

  I wanted to confirm that yesterday one of our support representatives was able to reach out to ***. Our support representative was able to confirm that the account was restored from a backup and also was investigating the reason for deletion. There's a case related to the issue in our support platform, ticket number 02439479 for your reference. 

  Any updates for the case will be posted on our platform. 

   

  Best regards,

  The LastPass Support Team. 

   

• Initial Complaint

  Date:09/28/2023

  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.

  We purchased Last Pass for password security with a multi-year and enterprise level account, it got hacked. We requested to cancel January 2023 in writing and video meeting and via phone, no resolution. Starting July 2023 we started requesting the cancellation every week. It is now Sept 28, 2023 and it still has not been canceled.

  Business Response

  Date: 10/03/2023

  Hi there,

  There is an ongoing discussion that is actively being worked by LastPasss Sales and Renewal leadership. They are preparing a response to the customer, and it will be delivered as soon as possible.

  Best regards,

   

  The LastPass Support Team.

   

• Initial Complaint

  Date:09/18/2023

  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.

  date is: 8/6/23 problem is: their site when trying to log in with the correct information is telling me i should be getting an email from lastpass giving further instructions on how to proceed and yet i do not get said email, the only emails i get is the email for "forgot password" which just sends me my password hint, and an email when i make too many "wrong" login attempts that state my accounts been locked for X minutes desired outcome: for the company to contact me so that this issue can be resolved

  Business Response

  Date: 09/21/2023

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

  We had a member of our team reach out to you yesterday to go over your recent issues with LastPass and it seems unfortunately you weren't able to recover your account. 

  Our support representative confirmed that you were no longer using LastPass due to the limitations on the type of account you had. We hope you can reevaluate your decision and if you would like to keep using LastPass even as a free user. You can always find more information and support articles in our website. 

  Best regards,

   

  The LastPass Support team.

  Customer Answer

  Date: 09/28/2023

  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,

  *******

  I'm not "satisfied" with their response although I'm done dealing with this now as it shows that they do not care about any of their none premium members at all as this "limitation" on my account isn't an actual thing it's just an excuse they are using to get out of any possible problems with their services / application being told that the only fix to being locked out of your account is to reset your "master password" which mind you formats any saved passwords and yet being a premium member I would of gotten the help requested, unimpressed with the company I recommend to so many friends to use, will never use thier service again

   

  Business Response

  Date: 10/03/2023

  Hi *******, we're sorry for the inconvenience. It seems we are unable to provide you with additional options on how to solve your issue. 

  Best regards,

  The LastPass Support team. 

• Initial Complaint

  Date:08/19/2023

  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 use LastPass Family and my childs account suddenly stopped working after using the same master password for 2 years. For 2 days we got 80+ "CAPTCHA" images of school busses, indicating some kind of fraud detection was preventing successful sign on. After contacting LastPass support they did something, and we began receiving "wrong password" entries. They informed me that the master password was changed on June 19th (it was not changed by us). After 20+ emails with passive aggressive support personnel they refused to escalate the issue to have an engineer review the logs to determine the reason for the excessive fraud detection or the ** or information about who had changed the master password on June 19th. They just keep repeating my child "forgot their password" they've had written down for 2 years and refuse to address any other questions. They keep offering to "reset the master password" and wipe the account (which I already did when support couldn't explain why the password wasn't working, and obviously don't want to do again since my child already reset their passwords and saved them again). No one actually signs their email from support so I don't know if I'm talking to 1 passive aggressive technician, or 10. I want the questions I asked answered since they have implicated fraud/compromise but refuse to provide any actual support to confirm. I just want my request escalated and answered by someone who actually cares and knows what they are doing.

  Business Response

  Date: 08/28/2023

  Hi Mr. *************, we had one of our Support representatives call you directly this morning but were unable to get ahold of you. Would you be so kind to let us know what is the best way and time to contact you? We have a few cases in our system and the one we used to track the latest interaction is case 02380924. Please let us know so we can follow up and solve your issue. 

   

  Thanks.

  The LastPass support team. 

  Customer Answer

  Date: 08/29/2023

  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 # ********.

  Email is preferred.  A single exhausted voicemail in the middle of the morning on a workday implies they don't actually want to talk to me, and perhaps just want to do the minimum to close out this BBB complaint.  Regardless, I've previously attached my email chain with the specific questions regarding the fraudulent activity they discussed initially on the phone, and those questions could be answered without further discussion on the phone, via email.

  
  Regards,

  ******

   

   

  Business Response

  Date: 09/01/2023

  Hi ******, it is my understanding that our team has exhausted all options to solve your concern and at this moment we're unable to offer you an alternative. Please accept our sincere apologies. 

  Regards,

  The LastPass Support Team. 

  Customer Answer

  Date: 09/05/2023

  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 # ********.

  LastPass states they have "exhausted all options to resolve my concern".  They called once during the workday, left a clearly annoyed voicemail with no callback number, and never called again.  They never emailed, as requested, or followed up with a second phone call.
  
  My questions about alleged (by LastPass on the phone initially, and suspiciously never in writing) fraudulent activity, which were in the email attached to this complaint, were not even attempted to be answered.
   
  Regards,

  ******

   

   

  Business Response

  Date: 09/11/2023

  Hi there, we have attempted to solve your issue by using all available resources we have. Due to the design of our product and for the security of your account, we believe we have exhausted all possible avenues to solve your issue. We're sorry for not being able to help you with this, our team is more than happy to guide you on how you can reset your account. 

  The LastPass Support Team

• Initial Complaint

  Date:08/18/2023

  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.

  Followed all self help tools to reset master password including account recovery and all options failed. Followed all self help guided tools, virtual assistants and password reset tools, all failed. Followed all Account Recovery options only to have that fail by saying "Plugin no installed", yes it is, I'm staring right at it and it's what is asking for the login credentials. Followed their instructions to post your issue in their online forum only to have their forum New Account Setup fail. No amount of self help tools have worked and there's zero way to reach a live customer support rep. *** virtual assistant wouldn't even transfer me to a live support chat rep and conduct any help via chat. Finally called their sales number, in super tiny letter at the bottom of their Forum Login screen only to be told even though their platform was used to login lastpass users they had nothing to do with them as "it's a totally separate company so I don't know." was the GoTo reps actual words. I paid for a product that is not working as paid for and now there is ZERO support. I live in ****** and actually worked with their IT **** for my own financial services firm, I could probably walk down the street and knock on their door for ****'s sake. Provide support, and/or, refund my money because It's certainly not working as designed and they've literally disappeared. If they're going to be this elusive then just get me back into my account so I can retrieve, you know, MY own password vault, and I'll be more than happy to never do business with them again. No wonder their rating is so low. ***y steal money from customers by not supporting the junk they just sold you.

  Business Response

  Date: 08/21/2023

  Hi ******, we have asked one of our senior support representatives to create a ticket to keep track of your issue and to reach out via phone/email. We hope that we can troubleshoot your issue and help you get back on track. 

  Looking forward to resolving your case.

  Best regards, 

   

  The LastPass support Team

  Customer Answer

  Date: 08/21/2023

  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. 

  Replied to Customer Support Email from **** this morning that further testing is still required and that the matter is not fully resolved, yet. When it is resolved, then we can close the matter.
  
  
  Regards,

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

   

   

  Business Response

  Date: 08/22/2023

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

  Please confirm that you were able to speak with one of our representatives today and got your issue resolved. I hope we were able to help you troubleshoot your issue so you could gain access as expected to your account. 

   

  Best regards,

  The LastPass Support Team 

• Initial Complaint

  Date:08/09/2023

  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 paid for a full year of services from Lastpass. Five days ago I could not get into the account to retrieve my passwords for my bank.i also forgot the master password to get into the last pass acct so I called for help--they took three days to respond and five days to call by phone. The whole time I was locked out of all my pass words and still am.they say they CANNOT get me into my acct. They cannot refund the remaining nine months of payments. They can only SELL ME A NEW ACCOUNT AND THEN I LOSE ALL PASSWORDS IN THE CURRENT ACCT.

  Business Response

  Date: 08/10/2023

  Hi ***** - We are very sorry for the frustration this has caused you.  

  Due to our zero knowledge security model, LastPass Support has no knowledge of a user's master **********************, and it is not possible for LastPass Support to reset or change a user's master ********************** if it is forgotten.  We do have several account recovery methods available to restore access to your vault; see the "Recover your lost master password for LastPass" article on our support site (**********************************************************************************************************************************************************************************************************).  Unfortunately, if none of the account recovery options do not allow you to recover your master password, you will need to reset your LastPass account (to keep the same username) or create a brand new LastPass account and re-enter all of your data.  Note this does not require purchasing a new license.

  Our support team has opened case 02393635 and attempted to contact you to see if we can help you with the account recovery options.  Please either respond to our open support case or message us here if you are open to us walking you through the account recovery steps.
  
  Thanks,
  The Team at LastPass

  Customer Answer

  Date: 09/28/2023

  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. 

  They charged for the entire year even though they cannot get me into my account.

   

• Initial Complaint

  Date:08/03/2023

  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 had a LastPass subscription in 2020, but I've not logged into my account since then. To my surprise, it appears LastPass has been charging me without sending any email notifications. Today, I realized they have been auto-renewing my subscription and charging my account yearly.When I tried to log into my account, I was unable to do so. Even though I have multi-factor authentication set up, the site's account recovery options didn't work. I've tried reaching out to their customer support but found no means to contact them via email or phone.I'm unable to cancel my account, review its status, or delete the data saved since 2020. It feels as though they're charging me against my will, and it's frustrating that I can't access my account or get in touch with them to rectify this situation.I am urgently seeking a solution from their support team.

  Business Response

  Date: 08/08/2023

  Hi Direnc - 

  We are sorry for the frustration this has caused you.  Our support team let me know they have reached out to you to confirm the e-mail address associated with the Premium account you wish to cancel and be refunded.  The team was able to locate the correct account, turn off auto-renew, and issue a refund that you should expect to see within the next ***** business days.  Additionally, we have provided the account with complimentary Premium access for the remainder of the current subscription to help make up for some of the trouble this has caused you.
  
  If you aren't completely satisfied, please either respond to the open case or to this note.
  
  Thank you,
  The Team at LastPass

  Customer Answer

  Date: 08/08/2023

  [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,
  
  Direnc Uyanik