LastPass Customer Service Issues

Archive 6

The following are issues that customers reported to GetHuman about LastPass customer service, archive #6. It includes a selection of 20 issue(s) reported November 21, 2020 onward. If you have a similar customer service issue, this page will help you find current, up-to-date answers and solutions too.
Hello, my name is Florencia LaChance Author, and I recently lost access to my Hotmail account ([redacted]) around September 18. I suspect it was due to hacking. Since then, I've struggled with various passwords as I heavily relied on LastPass. Although my LastPass account was paid for almost a year in advance, I cannot access it anymore. I remember my last known password (~5H!H{p^-2@) and my Master Password, which has never failed me before, is not working. As my LastPass subscription was paid through September or beyond, I wonder if it's possible to transfer this balance to a new account. If you search for me online, you'll see who I am. I feel increasingly disorganized, resorting to a physical notebook for passwords, missing the security and convenience of LastPass auto-fill prompts. Please reach out to me at [redacted] or [redacted] or via phone at [redacted]. Thank you.
Reported by GetHuman5481829 on Saturday, November 21, 2020 9:26 AM
I installed the app a while back but only tried using it recently. Upon logging in with my master password, I encountered an issue when trying to add my first entry and launch the app. I attempted to adjust the settings by turning off auto-launch and requiring the master password, but when I entered the password, it was not accepted. I wanted to revert the changes but got stuck on a screen where deletion seemed like the only option. Unfortunately, clicking delete removed my master password, locking me out of my account. I would like assistance in either recovering access to my existing account associated with my email address, or if necessary, deleting the account to start afresh with the same email address at [redacted]
Reported by GetHuman5499047 on Friday, November 27, 2020 8:31 PM
I recently changed my internet provider which led to me getting a new email address. Unfortunately, this caused an issue with my LastPass account as it is linked to my old email address which is now deactivated. This has left me unable to access my LastPass account, which is quite concerning. Can someone please assist me with this matter? I can be reached at [redacted]. The email address associated with my LastPass account is [redacted] My new email address is provided below.
Reported by GetHuman5554436 on Tuesday, December 15, 2020 2:44 AM
I have been using LastPass for a long time and recently encountered an issue. After my company was acquired, I received a new LastPass account from the new owners. I kept my old account for a year to ensure the new company's system was functioning correctly. Now, my old account has been inactive for over 6 months, and despite thinking I had canceled it, a charge of $1,[redacted].00 appeared on my credit card. I would like this charge reversed promptly. My name is Brad Dunker, and the account under my email [redacted] is the one in question, last 4 digits of the credit card used are [redacted], a Visa card from IHMVCU.org. Please reverse the charge and deactivate any associated services with that account. While I appreciate my current company's usage of LastPass, I no longer require two business accounts for the service.
Reported by GetHuman-bdunker on Wednesday, December 16, 2020 3:03 PM
I'm having trouble logging in as a legal essential worker. The old email on my Android app was changed from [redacted] to the valid login email: [redacted] My account might have been compromised, which is concerning as a U.S. Government contractor involved in processing SBA, FEMA, #stimulus, COVID-19 relief, and dealing with banks remotely. If necessary, please call on my behalf. If the issue persists, I would like my account to be deleted promptly. I have encountered user experience issues with LogMeIn and believe they should be accountable under the ADA and U.S. DOJ regulations. This experience has been worse than dealing with China's security concerns. I have also noticed discrepancies in Google search results and app reviews on platforms like Trustpilot regarding EDD. As a disabled veteran and a legally recognized entity, I rely on platforms like DEERS, DUNS, SAM.gov, and am concerned about my information security.
Reported by GetHuman5586270 on Saturday, December 26, 2020 7:43 AM
I accidentally made a duplicate purchase of LastPass. The second purchase for $38.51 went through the Apple Store without my intention. Even though I had just paid for it on my computer, my iPhone still showed me as a Free user. When I pressed the Premium button on my phone, it automatically charged me. Although I logged out and back in, it did not update to Premium. The original purchase details are: Invoice # INLASAPCCL2H[redacted]00, Customer # [redacted], $36/year. LastPass chat gave me a discount, refunding $9 back to my account for a total of $27/year. Please refund the $38.51 to my credit card ending in ...[redacted] for the accidental second purchase. The Apple Order Id is _[redacted]. Apologies for the confusion. Thank you for your help. Best regards, D.S. [redacted]
Reported by GetHuman-swenzins on Wednesday, February 17, 2021 11:09 PM
I received a report this week concerning LastPass. As a paying customer of LastPass, I find the information in the report unsettling. The report, shared by security researcher Mike Kuketz, reveals seven embedded trackers in the LastPass Android app. While it's uncertain what data these trackers collect, it's disconcerting that the app communicates with their servers without user consent. Although the trackers may not handle usernames or passwords, they gather details like device information, carrier, account type, and Google Advertising ID, potentially compromising users' privacy. Notably, other password managers like Bitwarden, RoboForm, Dashlane, and 1Password have fewer or no trackers compared to LastPass. Although LastPass assures that no sensitive user data passes through these trackers, users can opt-out of analytics in the settings. Considering this report and recent controversial changes, users may consider transitioning to alternative password managers such as Bitwarden or 1Password.
Reported by GetHuman5788354 on Friday, February 26, 2021 7:57 PM
I need assistance removing this persistent program from my computer. Even after attempting to delete it, the program remains active. Deleting should mean complete removal. It is frustrating to be told that it is my responsibility to fix an issue caused by your technicians. When I called the provided number, they couldn't help with this type of problem. I mentioned the phone issue in my previous message, so being asked to call again was bothersome. Please provide guidance with a more courteous approach this time. Thank you.
Reported by GetHuman-gowingsg on Friday, March 12, 2021 2:05 PM
After upgrading to the family plan on LastPass and inviting my wife to join, I encountered an issue with the SMS code being sent to her phone instead of mine for authentication. Normally, my LastPass Authenticator app prompts me for authentication when opening a new browser window. However, when I clicked on the send SMS code button, the code was sent to my wife's phone instead of mine. I have only added her email, not her phone number, to the account for emergency recovery. This unexpected behavior has me concerned about adding more family members to the plan if they might also receive incorrect SMS codes. I followed the on-screen guides when setting up the Family Plan, so I am unsure why this is happening. I need assistance in resolving this issue promptly to ensure that the authentication process works correctly for all members of the family plan. Any advice on how to fix this would be greatly appreciated.
Reported by GetHuman5842342 on Sunday, March 14, 2021 4:37 PM
I recently upgraded my LastPass account on March 16, [redacted], to use it on both my computer and cell phone. However, I am experiencing issues where my passwords are not being saved on either device, forcing me to refer back to my written notes for access. This has been quite frustrating as the support provided does not address this problem, and phone calls end abruptly without speaking to a Customer Service Representative. Thank you, JL Thank you for upgrading to LastPass Premium. Below are the details of your purchase: - Transaction ID: [redacted]6-f686-4b1b-90ab-21f45cad08f9 - Invoice ID: INLASAPCCL3G[redacted]00 - Amount: $29.48 (including $2.48 tax) Your credit card statement will show this charge as "LOGMEIN*LASTPASS." You can manage your billing preferences by logging into your account. If you have any questions, please reach out to LastPass Customer Support for assistance.
Reported by GetHuman-idesert on Thursday, April 1, 2021 6:54 PM
While using my old laptop, it suddenly stopped working. I bought a new one and am trying to set up LastPass on it. Unfortunately, I seem to have misplaced my password list for all my programs, including LastPass. My subscription is under [redacted], but I cannot access it without the password. My temporary email is [redacted] Please contact me through this email. I need help retrieving my information and setting a new master password so I do not lose my subscription. I am a 75-year-old retiree, and my date of birth is 09/28/[redacted]. I live with my wife, Lucille, on a fixed income and really need this resolved without losing our money. I appreciate any assistance. Thank you, and may GOD bless you all, Louis E. and Lucille L Setek
Reported by GetHuman-mafoo on Thursday, April 22, 2021 10:32 AM
I am seeking assistance with LastPass as I have forgotten my original password. I am looking to ensure my membership is secure and to understand the fees associated with it. Being 83 years old, I am not very adept with technology, and I remember seeing the LastPass logo on my screen to access it. However, I now feel uneasy and would appreciate clear information on the program's functionality, including if there are any costs involved. It's crucial I can access my passwords and navigate the platform easily. I am unsure if I need to reset my password and if there are any charges for doing so. After speaking with a helper unrelated to LastPass, I am reaching out for guidance to continue using this valuable service. Remembering all my passwords is challenging due to my memory issues, so any assistance would be greatly appreciated.
Reported by GetHuman5989830 on Thursday, April 22, 2021 5:44 PM
I am having trouble accessing my LastPass account. I followed all the recommended steps provided by customer service, but none of them were successful. When trying to retrieve a password hint, I did not receive any SMS message on my cell phone, even though the correct number was set up. Additionally, the password hint was sent to my secondary email address, [redacted], instead of my main email [redacted] I am unsure of what else to do at this point. I would appreciate it if LastPass could either resolve the issue with my current password or provide a way for me to reset it. Unfortunately, I have not received any assistance in regards to either of these options.
Reported by GetHuman6070506 on Friday, May 14, 2021 10:21 PM
This morning I attempted to log into LastPass on my phone using my master password, but it was declined. The system mentioned sending me an email for identity verification or to try again, but I never received the email. Trying on my desktop also led to the same message without the email. Now, I am unable to access LastPass on any device and haven't received a recovery email. I am concerned about losing access to my passwords and would like assistance in restoring my account to working order, even if it involves changing my master password. My phone number is [redacted]. I await your guidance on this issue and hope for a timely resolution. -JS
Reported by GetHuman-jon_simm on Friday, June 18, 2021 3:45 PM
I rely on LastPass for all my passwords. Approximately a week ago, I attempted to access LastPass using face recognition, but it failed, leading to me being locked out. I tried the password hint, searched my entire house for the written list, and even asked friends if they used LastPass. The individual who initially helped me with LastPass couldn't assist me presently. I attempted to reset the password, but kept receiving unhelpful responses. After finally finding a contact number, I discovered it was not a phone number but an email address, causing further delay. I urgently need to regain access to my accounts and ensure they have not been compromised. I've invested significant time in setting this all up, and I simply need to speak with a real person who can assist me or provide closure if recovery is not possible.
Reported by GetHuman6237362 on Tuesday, June 22, 2021 8:40 PM
When calling the toll-free number, the representative stated they are solely associated with LastPass. They were unable to directly assist with the account issue and suggested looking through online resources, which I had already done. LastPass offers a chat feature, however, it's automated, not live. My problem pertains to verifying by clicking an email link, but I haven't received the email. This has left me locked out of LastPass and consequently, access to various important websites. Urgent resolution is needed, but this requires human intervention. I find it unacceptable for such a crucial security service to lack direct human support.
Reported by GetHuman-biztemp on Wednesday, July 7, 2021 11:36 PM
I encountered an issue with LastPass Multiple Factor Authentication not initializing properly. Due to this, I am currently unable to access my email as it requires MFA. Here are some key points to consider: 1. I am a paid user of LastPass. 2. My registered email is [redacted] 3. My registered phone number is [redacted], and I use an iPhone 8. 4. Approximately a week ago, LastPass recommended MFA, and I installed the MFA app (LastPassMFA) on my phone. 5. LastPassMFA needed a QR code from my email, which I did not receive in either my regular inbox or spam folder despite multiple attempts to obtain it from LastPass. 6. Yesterday, I managed to partially enable MFA, but it continued to ask for the QR code. 7. Consequently, I can no longer access my email as MFA is now required, prompting me to use my wife's email for the QR code. 8. My master password still functions, but MFA is now a requirement. 9. I reached out via the phone number provided, but the individual named "Angel" was not a direct LastPass employee and could not supply a specific phone number for addressing this issue, which led me to seek assistance here. 10. I observed that my phone email can receive and read Gmail without the need for MFA.
Reported by GetHuman6330637 on Tuesday, July 13, 2021 6:57 PM
I am trying to recover the master password on my son's iOS phone or iPad. The device keeps telling me that the LastPass extension has not been installed and advises trying another browser, despite having the latest updates and iOS version. When attempting the password recovery on a laptop with the extension already installed, everything works perfectly. LastPass Support suggested changing the password on the iPhone using facial recognition, but it still directs to a website displaying the same message about the extension not being installed. If the extension is a necessary requirement, I might have to consider canceling my subscription as I cannot risk losing access to my passwords. It's also worth noting that I do not use Windows; my working laptop operates on Ubuntu.
Reported by GetHuman6413191 on Tuesday, August 3, 2021 6:49 PM
I previously had a Premium Account but canceled it when the fee increased significantly without added benefits. I last accessed my account on a desktop computer, and now it's only locked to that device. I've been trying to switch to using Lastpass on my phone as per your instructions, but I can't get past the Lastpass wallpaper on my phone screen. This issue is frustrating, and it seems like a recurring problem many users face based on Lastpass's lower rankings in password manager reviews. I hope Lastpass can prove its reliability by assisting me in changing my device access.
Reported by GetHuman6681074 on Wednesday, October 6, 2021 9:30 PM
I recently got a new phone and traded in my old one. While setting up my new device, I realized I hadn't saved any of my passwords because I relied on my LastPass master password. To my dismay, when I tried to log in to LastPass on my new phone, it prompted me to check my email for verification. Unfortunately, my email password is also stored in LastPass, making it impossible for me to access my email to verify. I've tried to recover my email account, but it seems futile as the backup keys are also in LastPass. This situation is causing me significant distress as I have important data, including cryptocurrency wallet backup keys, stored in my LastPass vault. I urgently need access to my vault sans the verification process.
Reported by GetHuman-ankurtr on Saturday, October 9, 2021 7:24 AM

Help me with my LastPass issue

Need to call LastPass?

If you need to call LastPass customer service, now that you have the answers that you needed, click the button below. You can either call them on your phone or use our free AI-powered phone to dial for you, get a rep for you, and more.
Call LastPass
Was this page helpful?
Thank you and please share!
Thank you and please share!
Needs work
Sharing is what powers GetHuman's free customer service contact information and tools. You can help!