Difficulty contacting support - Refund

Question

Hello,

I thought that I had cancelled my automatic renewal for LastPass but instead the annual payment came out today. I would like to contact support to discuss if there are any options however the call me option complains that it tries to contact my number “ We tried calling you twice to the number provided but unfortunately we were not able to reach you”.

I’m quite shocked that there doesn’t seem to be an alternative method to contact? No way for me to dial support directly? Submit an email?

I’ve queried the support site and appears there isn’t an alternative.

Hope that someone here can provide me with some guidance.

Thanks

Ruth Whittaker · Answer

To those who are following: an update as promised.

On 11 January, I received an email from LastPass (Cesia, Support Specialist Tier 1) stating that "sales are non-refundable", but that approval had been secured to "make an exception" in my case. I was again asked if I wanted to proceed. I responded in the affirmative on the basis that I'd be issued a full refund.

On 16 January, I received an email stating that a full refund had been processed and that the funds could be expected in my account within 5-7 working days.

On 18 January, the refund appeared in my account.

This might not come as much of a surprise to those who've been following this slice of drama, but I've now switched to a different password management service 🙂

Ruth Whittaker · Answer

N.B. An update:

On 4 January, I was contacted by a member of LastPass Customer Support (AshC) via this platform's Private Message function, who said that he would advise LastPass Customer Support to contact me via my personal email.

On 6 January, I received an email from LastPass (Cesia, Support Specialist Tier 1) asking for my confirmation to cancel my subscription. I emailed back in the affirmative today, on the understanding that I'll be given a full refund. I'm now awaiting a response/confirmation of my refund.

I'll post an update confirming once this is sorted, so that anybody else experiencing the same problem can get an idea of the process/timeframe involved.

Ruth Whittaker · Answer

Experiencing precisely the same problem. Would also appreciate direct customer support so that I can secure a refund.