Complaints

• Initial Complaint

  02/10/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I received an email that my LastPass account will auto-renew. I did not remember authorizing the auto renew so I wanted to cancel. Also, the email account that I used had been compromised and it was used for that account. I cannot remember my password and they say they cannot reset it. They provided a link in the email to contact the support team but it just redirects you to a FAQs only site, no direct contact information for the company is provided. The FAQs says you must be logged in to your account to contact customer support. Can you please help me get a phone number of a human being I can call to get the cancellation information?

  Business response

  02/14/2024

  Hi ******, sorry to see that you had issues with the cancellation and getting in touch with Support. 

  We will be reaching out via a support ticket to verify some information. This means you will be getting an email from one of our Support representatives to help you with your cancellation and deletion of your account. 

  Thank you. 

  The LastPass Support Team 

  Customer response

  02/14/2024

  
  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

  02/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  LastPass doesnt provide a phone number for customer support. It requires you to login and the issue is it just stopped working and I cant login. Ive tried all the suggestions given and cant recover the account or cancel. I want to speak to an agent and get the account fixed or cancel before they automatically take the next payment.

  Business response

  02/05/2024

  Hi ******, we are sorry see you want to cancel and have trouble doing so.

  We have requested one of our support specialists to reach out to you as soon as possible to help with any issues or questions you may have. So please wait for an email from us. 

  Also, we do have a way for customers to contact the support team in case they are having trouble logging in to the portal. Just by going to support.lastpass.com and clicking in the contact us link. If you can't login, just click on the "Can't login" widget and follow the instructions there, if you still can't login you can click on the red button that shows "request help logging in" and follow the instructions. 

  Will send an additional message through here once the support ticket is created and we have an update from our support specialist. 

  Best regards,

  The LastPass Support Team.

   

  Customer response

  02/06/2024

  [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. 

  Thank you for having ****** contact me and resolving my issues.
  
  Regards,
  
  ***********************

• Initial Complaint

  01/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I signed up for pro a few years ago. I have decided not to renew. I turned off auto-renew and the following year, they turned it back on and charged me.When I called, they explained that I can't get a refund, but I can turn off auto-renewal for next time. I did.This year, they did it again. They turned it back on by themself and charged me. I can't cancel this service. They will not refund me. I don't even use them anymore.

  Business response

  01/11/2024

  Hi ****************, we are reviewing your complaint and one of our specialists will reach out to you as soon as possible to address your concerns about the renewal and refund request. 

  Best regards,

  The LastPass Support Team

• Initial Complaint

  01/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  LastPass charged my credit card and will not remove the charges. LastPass has NO way to contact support.

  Business response

  01/10/2024

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

  We are reviewing your case and will assign a representative to reach out to you to help with your concern. Please also consider using our support portal in the future to open a ticket whenever you need assistance with LastPass. Even if you are unable to login, you can still create a support ticket to get you back on track. 

  Best regards,

  The LastPass Support Team

  Customer response

  01/11/2024

  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,

  *****

   

   

• Initial Complaint

  12/21/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I cancelled last pass last year as they had been hacked, losing everyone's data thru a contractors computer. Long story but it went on for 6 months or so. I lost faith and cancelled my account and have never tried to login to it again.I just received an auto renewal notification from my credit card company, I called them to cancel the payment however they tell me they cannot as i had authorize lastpass to do so.Reached out to cancel account and get a refund thru lastpass'es online support ( image uploaded) and get no email response. They have no phone support and technical support is not available if you are not logged into the application. I also changed my credit card # after it being compromised recently from BC/BS third party, but somehow lastpass was able to get a payment from the credit card company.It seems as I at one time had authorized lastpass for auto pay, I have no way to remove the auto pay even thou I have gotten a new credit card #.I am requesting a refund from lastpass and also be removed from auto renewal as I have no intentions of ever using them again, and cannot do it myself short of cancelling my account at the Bank.

  Business response

  12/26/2023

  Hi ******************, thank you for your message and apologies for the delay in our response. 

  We have escalated this to our support team for follow up. Someone from our Billing team will review your case and reach out to you. If you still have questions, feel free to let us know. 

  Best regards, 

  The LastPass Support Team. 

• Initial Complaint

  12/01/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Impossible to cancel recurring subscription or access account online.

  Business response

  12/06/2023

  Thank  you for your message **********************, we have created a case in our system to keep track of the issue and sent you a message. 

  Please feel free to reach out to us if you have any questions or concerns. 

  regards,

  The LastPass Support team

   

  Customer response

  12/06/2023

  [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,
  
  ***************************

• Initial Complaint

  11/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The customer service is deplorable - no way to reach them if you are logged out of your account. There seems to be an actual bug involving their password reset. Randomly/unexpectedly logged out of account and error messages appear for every single recover/reset option. Ultimately they were completely unable to help us and couldn't even provide a refund.

  Business response

  11/26/2023

  Hi *****, apologies for the delay. 

  Thank you for your feedback, one of our support representatives will be reaching out to you to gather more information and help you with your request. Let us know if you have any additional questions or concerns. 

  Best regards,

  The LastPass Support Team. 

• Initial Complaint

  11/21/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I subscribed to this app three years ago, and could never figure out how to use it or even how to cancel it. I finally decided I had to figure it out. I spent an hour yesterday searching online for solutions. None of the instructions for cancellation I found work - I cant find an option to option in the app or on the web-based version. I ended up sending a message to customer support asking how to cancel. Rather than answering the question, they said I needed to tell them why I wanted to cancel, and the last four digits of the credit card I used to purchase the app. And there was no way to even reply to their request!My LastPass account name is **************************

  Business response

  11/28/2023

  Hello,

  The issue was resolved on November 22nd, 2023. We cancelled the auto renewal for the account. 

  Thank you,

  LastPass Support

• Initial Complaint

  11/06/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Company does not provide adequate resources to cancel subscription and continue to fraudulently charge my account. They put you on an endless hold to only kill the call after an hour or so.I tried three times to recover my account, but again the only contact number is sales and they just transfer you to the ghost line.Terrible customer service practices resulting in fraudulent charges.

  Business response

  11/06/2023

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

  We apologize for the inconvenience when trying to cancel your subscription. We have requested a member of our Billing team to reach out to you via a new support ticket. 

  Please stay tuned as a message should reach our inbox soon. 

  Best regards, 

  The LastPass Support team. 

• Initial Complaint

  10/22/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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

*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. ↩