SmallBizGenius Analysis

LastPass reviews reveal significant user frustration with login issues, poor customer support, and billing problems, leading to a low Trustpilot score. While some long-term users appreciate its password management capabilities, the overwhelming sentiment is negative.

Category Breakdown

Scores based on analysis of 288 recent reviews

Login and Access Issues

2.0/10

Many reviewers report being locked out of their accounts, having their master passwords rejected, and experiencing difficulties with two-factor authentication. For example, multiple users mention that the system fails to send confirmation emails or recognize valid login credentials, rendering the service unusable.

45 reviews mention this

Customer Support

1.5/10

A significant number of reviewers express extreme dissatisfaction with LastPass's customer support, describing it as non-existent or unhelpful. Users report difficulty contacting a human representative, getting stuck in AI chatbot loops, and receiving no resolution to their issues, even after multiple attempts to contact support.

38 reviews mention this

Billing and Subscription Problems

2.0/10

Several reviewers report being charged for subscriptions they had canceled, experiencing incorrect billing amounts, and struggling to get refunds. The difficulty in canceling subscriptions and the lack of responsive customer service exacerbate these billing issues.

20 reviews mention this

Functionality and Reliability

3.0/10

Some users report that the LastPass add-on does not work reliably, failing to autofill passwords or open the vault. Others mention that the software has become less reliable over time, with passwords not being saved or suggested correctly.

15 reviews mention this

Pros & Cons

What Customers Love

Long-term users appreciate the basic password management functionality Mentioned 3x
"I've been an avid user of this app since 2014. I've been able to use with freelance clients and my family and it has become my ally in my everyday tasks."
Mobile version sometimes more accessible than desktop Mentioned 1x
"Only positive thing is my phone version is usually acccessible if I am stuck."

Common Complaints

Frequent login issues and account lockouts Mentioned 45x
"A password manager that is harder to log into than using your own password."
Non-existent or unhelpful customer support Mentioned 38x
"If I could give zero stars for the LastPass non-existent support, I would."
Billing errors and difficulty canceling subscriptions Mentioned 20x
"I cancelled my subscription through the app before it was automatically renewed, but the subscription was renewed anyway."
Unreliable add-on functionality Mentioned 8x
"The Add-on does, in general, not work. Can't even open open the vault in an new tab, does not fill passwords and usernames around 50% of the times"
Overly complex or broken two-factor authentication Mentioned 7x
"I decided to switch on the 2FA to enable the cloud backup. It's a disaster. The authentication system doesn't work."

Common Questions About Lastpass

Answers derived from customer review patterns

Is Lastpass legit and trustworthy?

Based on the analyzed reviews, LastPass's legitimacy is questionable due to numerous reports of login issues, poor customer support, and billing problems. Many users express concerns about the security and reliability of the service, citing instances of account lockouts and difficulties accessing their passwords. While LastPass aims to securely manage passwords, the overwhelming negative feedback suggests it may not be a trustworthy solution for all users. Potential users should carefully consider these issues before entrusting their sensitive data to LastPass.

Based on 45 reviews

Does Lastpass have good customer service?

The analyzed reviews indicate that LastPass's customer service is severely lacking. A significant number of users report difficulty contacting a human representative, getting stuck in automated chatbot loops, and receiving no helpful responses to their inquiries. Many reviewers describe the customer support as non-existent or completely ineffective, leading to frustration and unresolved issues. This lack of adequate customer support is a major point of concern for potential users.

Based on 38 reviews

Is Lastpass worth it for small business?

Based on the analyzed reviews, LastPass may not be worth it for small businesses seeking a reliable and secure password management solution. The frequent login issues, poor customer support, and billing problems raise significant concerns about its dependability. Small businesses need a password manager that is easy to use, secure, and provides prompt customer support when needed. Given the negative feedback, small businesses may want to consider alternative password management solutions.

Based on 50 reviews

What is Lastpass's cancellation process like?

Several reviews indicate that LastPass has a problematic cancellation process. Users report difficulty finding the cancellation option, being charged after canceling their subscriptions, and struggling to get refunds for unauthorized charges. The lack of responsive customer support further complicates the cancellation process, leaving users frustrated and financially burdened. This suggests that canceling a LastPass subscription can be a difficult and time-consuming process.

Based on 20 reviews

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