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Contact Support via email

Parker Ensworth

I'm having a lot of difficulty contacting Support. I'm giving the benefit of the doubt and assuming it's a technical error, but I also can't submit a bug report for the same reason, so this is my best option.

For some background: I have worked in customer support for years with multiple companies, so I am well aware that contacting support can be confusing; I've tried multiple workarounds with no success. I need to contact supportvia email, I cannot contact them via phone due to my disabilities.

So far, every single way I approach this, I can only contact them by phone. Official support pages say that email support is available, so I'm not sure why I don't have the option.

I've tried "Contact Support" at the bottom ofthis article, as well as the usual "Contact Support" links on the bottom of other articles. All options lead me to the following menu, with no option other than "Call Me."

(As a note, the second screenshot is after ensuring I am logged in--"LastPass User" was autofilled, but still no email options.)

I'm assuming this is a technical issue, but theHow do I report a bugpage directs me to the same menu, so here we are.

Am I missing a step here? This could definitely be my error, but I've exhausted all my ideas. If this is a technical error or an intentional choice (hopefully not) then itreally needs to be fixed for accessibility.

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Accepted answers

Parker Ensworth

Thanks so much for getting back to me. You're right, this was an error on my part--I checked the "What levels of customer support does LastPass offer?" article, and was confused by "all LastPass Free users have Basic support." Since I'm a premium user, I didn't think this applied to me, but I can see now where I misread it.

If you're able to pass along feedback at all, it would be great to have this reworded to clarify that LastPass Premium users also do not have access to email support. (Ideally it would be great to have email support again in general for accessibility reasons, but I know that is less likely to change.)

As far as my initial issue, thankfully the good old "wait 24 hours" strategy seems to have worked. Just in case the team needs to track it, the issue was that I couldn't renew my subscription, and was just getting a "you're already subscribed" message when I tried. I'm really not sure what was causing that, but it seems to be resolved now and I have the option to renew.

Thank you again for the reply, I apologize for the misunderstanding, and please do pass along the feedback if that's something you're able to do!

All comments

Parker Ensworth

Thanks so much for getting back to me. You're right, this was an error on my part--I checked the "What levels of customer support does LastPass offer?" article, and was confused by "all LastPass Free users have Basic support." Since I'm a premium user, I didn't think this applied to me, but I can see now where I misread it.

If you're able to pass along feedback at all, it would be great to have this reworded to clarify that LastPass Premium users also do not have access to email support. (Ideally it would be great to have email support again in general for accessibility reasons, but I know that is less likely to change.)

As far as my initial issue, thankfully the good old "wait 24 hours" strategy seems to have worked. Just in case the team needs to track it, the issue was that I couldn't renew my subscription, and was just getting a "you're already subscribed" message when I tried. I'm really not sure what was causing that, but it seems to be resolved now and I have the option to renew.

Thank you again for the reply, I apologize for the misunderstanding, and please do pass along the feedback if that's something you're able to do!

ash.canon

Hi@"pensworth1"

I'm sorry we don't offer email support for regular subscribers currently, though I'm happy to help create a case with you if you have an issue with LastPass services you'd like to report here. Feel free to reply on this thread, or click my Community name to send a private message with the technical details of your experience.

max1

I am a premium user who is deaf. How do I contact support please?

max1

Thank you, I’ve managed to get hold of someone.

ash.canon

@m_x_a We can certainly help you contact Customer Support, though there may also be a solution within our support center that can help even faster. Let us know what the problem is, and if you can find any support documents that match. If not, I can help create a case for you.

John Wao

HOW DO I SUBMIT A TICKET TO LAST PASS SUPPORT???? I DON'T SEE AN EMAIL OPTION!

ash.canon

@MarcelW I'm afraid we do not currently have an email alias to use for support. Can you elaborate on what errors you encounter on the LastPass website, and if you see the same in an alternate web browser?

M Van

Hi,

I am from the Netherlands and when I browse the articles in my native language, I don't see any of the options that are mentioned in articles. How can I contact someone (preferably through email, ticket or webform) from LastPass?

I need to update my account information, but the form doesn't save the data, probably again because I am not from the US?

Thanks,

MarcelW

M Van

Hi,

Currently, my account information only contains my initial, the first part of my last name and "United States" as the country. I then changed/added the following information: First name, Last name, first address line, city, zipcode, country (I'm living in Netherlands) and phone number. When I change the country, the dropdown for state disappears from the view.

Now, when I try to save my changes, I get an error message something like "your data could not be saved. please try again later". But all boxes are green and information is valid. Only thing I can imagine is that the hidden "state" box is preventing the form to be submitted, or is it because I changed the country?

I am using chrome and I tested on edge, but that is basically also a chrome browser... Currently I don't have access to any alternative browsers unfortunately.

Thanks,

Marcel.

ash.canon

@MarcelW OK, it sounds like there was a conflict with our newest billing system when migrating you over. In this case please use the 'Contact' form at the bottom of this page to create a 'Billing' case for Customer Support to respond via email: https://support.lastpass.com/help/how-do-i-contact-customer-support-for-lastpass-lp010121

M Van

Hi Ash,

I was only able to see the contact form when I changed the language to English. In Dutch there is no way to get any possible means of contact except for this community.

Also after switching to English, I was only able to submit a callback request. I explicitly mentioned that I wanted to be contacted by email, but still I was called in English.

Do you know if and when support will be restored to a proper support organization again? It was good before with email and phone support for every paying customer, but now I wouldn't advise any of my friends or relatives to use Lastpass if they aren't very good in English.

timnessa

I too am wondering why it even makes sense that a phone call is the only means of contact. How is that a better way of providing support. I see no way of opening a case anymore either.

ash.canon

@MarcelW I just tested, and when selecting 'Billing' as the case reason I was able to create a case for email support. In the future we may be adding a 'Chat' type of customer support, but I have no ETA yet.

Johan de Koning

The new customer service nowadays..

1) Go to support page and get bombarded with articles which doesnt answer any of your indepth question.

2) Then trying to find a way to contact support and get annoyed with a support bot who is in no condition to help you> -> Atleast lastpass support doesnt have this, so good job.

3) Then when that doesnt give any usefull info, somewhere totally below hidden out of plain sight (if youre lucky) you can contact support.

4) Then you get the option for someone to call you of Lastpass support who knows absolutely nothing about the Lastpass product let alone have any technical knowledge whatsoever.

5) Then when you finally managed to post a support ticket it get closed asap even though the problem hasnt been solved. (because apparently we dont like to take responsibility for our own product)

Because hey, its all outsourced and apparently you dont pay for support you only pay for the product that has no proper Q&A (Quality Assurance) to start with because why test when the customers can just complain. And then the circle is round again. Sigh,..

M Van

Hi Ash,

Maybe you see it because you have some special status? I only see a call me button when using English language and no contact option at all when using Dutch...

ash.canon

@MarcelW I'm sorry for the delay. If you have an unresolved issue please click my Community name to send a private message with the details so I can have the case updated for Customer Support to review in full.

Christian Bloom

Its so bad. Where is a support email? I cant stop the renewal

n.christensen4

Really bad customer support options, crazy they dont have an email contact readily available. Experiencing a bug with trying to save new passwords and feel like I cant get any help.

M Van

My solution to this was: I moved to 1Password. After doing that I wondered why I didn't do that before... Support is very responsive, fast and available through email and also the apps and browser extensions work much better.

daiton100mh

Me too, I cant contact via email, althought I thought buy a plan, this is so sad.

rebeccaloring

Thanks, @M Van, I've decided to go to 1Password, too. After receiving an email telling me my password had changed, I couldn't find anyone to tell me *what* password had changed! I rarely need support, but when I do, I expect it to be there, as I pay for premium plan, too.