Contact Support via email

[pensworth1]

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 support via 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 of this 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 the How do I report a bug page 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 it really needs to be fixed for accessibility. 

[AshC]

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. 

[pensworth1 · Accepted solution]

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! 

[m_x_a]

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

[AshC]

@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. 

[m_x_a]

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

[johnwao]

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

[MarcelW]

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

[AshC]

@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? 

[MarcelW]

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.