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travelwallet
New Contributor

Support page is not available

When I try to connect the support center from LastPass, it says it is unavailable.
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Sorry, this page isn’t available

The link you followed may be broken, or the page may have been removed.

To continue, please visit Customer Support.
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Link to Customer Support goes to the same 404 page. (Page title is "Care: 404 page")

I want to change to 'Team' from 'Enterprise' and cannot make a support ticket.

Why the support page is not working?

I tried from Chrome, Safari on Mac.
4 REPLIES 4
jpenny84
Respected Contributor

Re: Support page is not available

Instructions to contact support can be found in the following help article.

https://support.logmeininc.com/lastpass ... s-lp010121
travelwallet
New Contributor

Re: Support page is not available

The problem was the support page tries to open the localized page which doesn't exist.
(In my case, it was https://support.logmeininc.com/ko/ )
When I changed the language to English manually, it works.
I think it should be fixed quickly, because I couldn't open any kind of the help article in the support center with that problem.
renejakl
Active Contributor

Re: Support page is not available

Hello @travelwallet, hopefully you succeed to open the help page already, because you should not expect anything else. Not even when paying for the LastPass Premium service, which, in theory,  offers "phone" and "email" support.

 

However, you soon find out, that phone support doesn't actually mean you can call someone, and email support  doesn't actually mean you can write an email.

 

As a paying customer, you  may only  fill out a website form requesting a call back. But even when the website says that the helpdesk staff is currently available, and will call you back soon (precisely it says: "Current wait time is: Less than 5 minutes"), nothing happens for a next few minutes, next few hours, ...and actually never. When you complain about it later at this forum (and there is actually no other way to complain),  you may receive an answer that the staff tried to call you, but you were unreachable. That you didn't pick up the phone, or hang up on them.

 

You may also try to write an email to the helpdesk, just to realize there is actually no e-mail address to write to. When you wonder, what LastPass means by "e-mail support", you may find out, that you are expected to use this obscure website form called "Call Me", when you are supposed to note, that you wish to be contacted back not via phone, but via e-mail. 

Why obscure system? Because, unlike when sending an e-mail, where you retain a copy of what you wrote, here you just write your request into this website form, then click "Call Me", and then your  message ends up in some kind of black hole, without you receiving  any copy of what you wrote, and actually even without any proof you ever requested anything at all. 

renejakl
Active Contributor

Re: Support page is not available

I have to post here an update to my earlier message about the bad experience with the LastPass support, when no one has called back, when I tried to contact the helpdesk as a premium account user and chose the "Call Me" option.

 

To be fair I have to note here, that when I later chose the "Call Me" option, but indicated in the message that I would prefer to be contacted by email (well, not exactly a straight-forward way), I have received a professional reply via email from the LastPass staff promptly.  This improved my perception of the LastPass reputation again, at least the reputation of their customer support.