Hey Folks, I'm a long time LastPass user and I like many features of the product. But I really get the feeling that you don't run major changes through focus groups of NORMAL people. I am writing this because I want to see you succeed. I don't want to have to switch to another password manager. I liked it when I got the notice that you were making passwordless login available. I hate passwords! So, I followed your link, but I have to tell you the process for changing over to passwordless was cumbersome and complex. I don't see your average consumer even bothering to attempt this. I have some suggestions:
- Don't make us download another authenticator app! I almost stopped right there. I already have Google and Microsoft and I don't need another stinkin' app on my phone!
- Once I got over that, I tried turning on passwordless only to get an error message- that you knew I was going to get! I was already using Google Authenticator and, apparently, you have to disable that before you can turn on the LastPass passwordless login. But you didn't make it easy to figure out what needed to be done. I had to click through 3 separate pages to find the instructions. Why couldn't you just take me directly to the page that had the instructions? This is the page I needed, but I had to read through War and Peace several times before I learned that this is the page I needed:https://support.lastpass.com/s/document-item?language=en_US&bundleId=lastpass&topicId=LastPass/Disable_MFA.html&_LANG=enus. For God's sake, just send people directly to the right page!
- I was able to disable the Google Authenticator. When I tried to enable passwordless, you sent me a text link on the phone. I clicked on it and installed the LastPass Authenticator. Then when I started it up, it said Add Account? It was unclear what it meant by Add Account. Was I supposed to start re-adding all of my accounts to a new password wallet? Again, I was afraid that all of my efforts thus far were in vain. I almost stopped the process right there. Eventually, I figured out that you had a bar code for me on the computer screen and so I tried scanning it using the LastPass Authenticator app and fortunately, it just added the LastPass "account" to the authenticator app. Why couldn't the screen on the authenticator app just say scan in the QR code to set up your LastPass account in this app?
The whole process was too complex and too stress inducing. Get your engineers to work on streamlining this process and making the prompts more useful!
