2021.02.11 LastPass thread:
I use LP on my MacBook Pro. I recently upgraded to Premium so that I could use the LastPass app on my iPhone, which uses fully updated iOS 14.4. When I open the iPhone app, I can see all the items/sites which are on LP on my macbook. However, the sites will not launch. If I try to launch a site, it takes me to the login/register page of the website, instead of AutoFilling the username and password (as happens on my macbook). I have repeatedly followed LP help: reinstalling iPhone app; turning off KeyChain; selecting LP for AutoFill in Settings.
I have had a long, worthless dialog with LP help. Please see the fruitless thread generated by that dialog, as follows:
01/22/2021: from LP:
Thank you for contacting LastPass Support!
We are happy to help in any way we can, but your previous message did not provide enough information to diagnose an issue. Could you please let us know what is not working on the App, so we can better assist you?
Thank you,
Santiago | Customer Support Specialist Tier 1
LastPass
www.LastPass.com
01/22/2021: my response:
I have LP Premium. It works fine on my MacBook Pro. I have it installed on iPhone Xs iOS 14, updated. I open iPhone LP app, using my username (email) and Master Password. The Vault lists all my items. I click on one and Launch. The app (for example, Bank of America) opens to login page, but does not populate data enter password. I have reinstalled LP on iPhone. What to do next?
01/24/2021: LP next message:
This is just a note to let you know we've received your support request. The LastPass support team is working on it and we’ll get back to you as soon as we can.
Your case number is 14732833
The LastPass Support Team
01/25/2021: LP next reply:
Thank you for the reply. Can you please on your App. go to settings > actions > clear cache, clipboard and Refresh vault, and try one more time. Is this happening just for one site or is happening in multiple?
Thank you,
Santiago | Customer Support Specialist Tier 1
LastPass
01/25/2021 My reply same day:
I cleared cache. No Autofill. All sites
01/26/2021: LP response:
Thank you for the reply. Did it work? Is this happening for just one site or multiple sites?
Thank you,
Santiago | Customer Support Specialist Tier 1
LastPass
01/26/2021: My reply same day:
It did not work. AutoFill opens site, but fills in nothing. all sites do not work
01/28/2021: LP response:
Thank you for the reply. Could you please provide us with a screencast of your current process that leads up to this behavior?
We would need this screencast in order for our team to further review.
Thank you,
Santiago | Customer Support Specialist Tier 1
LastPass
[I did iPhone screen shots of each page and sent them.]
02/01/2021: LP next response:
Hello , hope this email finds you well.
Before closing the case we would like to confirm if there is any additional assistance needed. Please let us know and we will be glad to assist.
Thank you,Santiago | Customer Support Specialist Tier 1
LastPass
02/01/2021: My response same day:
Problem is not solved. Autofill does not work on iPhone. Help still needed
02/02/2021: LP next response:
Hello ,
Could you please provide us with a screencast of your current process that leads up to this behavior?
We would need this screencast in order for our team to further review.
Thank you
Santiago | Customer Support Specialist Tier 1
LastPass
[here I am missing some emails where I sent same screen shots. LP asked me to go back to Settings, uncheck KeyChain, check Last Pass]
02/09/2021: My response:
Santiago: on your suggestion I tried once more, then twice more, then 5 times more. NO HELP. I have tried that sequence in Settings now dozens of times over weeks. IT DOESN”T WORK. PLEASE elevated this problem to a supervisor or someone with expertise, rather than repeating the same useless suggestion over and over. HELP. IF you cannot help, please tell me how to cancel Premium and get full refund. I upgraded SPECIFICALLY to enable syncing between LP on MacBookPro and on iPhone.
02/11/2021: 0335am: LP response:
Hello ,
I hope you are doing well. Could you please provide us with a screencast of your current process that leads up to this behavior? You can create a screencast by using one of the following free recording platforms:
- screencast-o-matic.com/account: Screencast-o-matic does provide a video tutorial on how to utilize the product: https://www.youtube.com/watch?v=K3wqlKUDnWv0.
- Vidyard GoVideo browser extension for Chrome: For more information on how to use the product, please reference this video https://www.youtube.com/watch?v=P3lz7adlRS8
- Loom video: https://www.loom.com/ The product will include how to tutorials once you sign up for free.
- Record It: https://recordit.co/ Once you are directed to the page, you will see a tutorial on how to use it.
If you do have a screen casting software, please upload the screencast file via Dropbox or Google Drive so it can be shared using a public link. We would need this screencast in order for our team to further review.
Thank you, Santiago | Customer Support Specialist Tier 1
LastPass
02/11/2021 0732am: My response:
Santiago:
All the screencast links you sent are for laptop or desktop. My LP Premium works fine on MacBook Pro. The problem is that it doesn’t not work with my iPhone, using iOs 14.4.
I have sent sequential screen shots of iPhone already. I open the LP app on iPhone. All my sites that appear on MacBook appear on iPhone. However, when I try to launch, it open the desired site, but does not populate username and password.
Please elevate this to a higher Tier. You obviously are not addressing the problem. Or call me and walk me through a solution.
Otherwise, I will terminate my Premium LP
keith beck
310.200.8371
So that is an uptodate summary of this problem; someone please help.
