Difficulty contacting support - Refund

[HDTVGKRF]

Hello,

I thought that I had cancelled my automatic renewal for LastPass but instead the annual payment came out today. I would like to contact support to discuss if there are any options however the call me option complains that it tries to contact my number “ We tried calling you twice to the number provided but unfortunately we were not able to reach you”.

I’m quite shocked that there doesn’t seem to be an alternative method to contact? No way for me to dial support directly? Submit an email?

I’ve queried the support site and appears there isn’t an alternative.

Hope that someone here can provide me with some guidance.

Thanks

[AshC]

Hi @HDTVGKRF 

I'm sorry we don't have a direct phone number or email alias to use for support currently.  

First I would suggest making sure you have disabled the automatic renewal in your online account.  Or, if you purchased through Apple or Google you may need to cancel the subscription through there instead. 

Once complete, you can click my Community name to send a Private Message with your LastPass email address, and I'll help create an email case for follow up. 

[ADQET]

Experiencing precisely the same problem. Would also appreciate direct customer support so that I can secure a refund.

[ADQET]

N.B. An update:

On 4 January, I was contacted by a member of LastPass Customer Support (AshC) via this platform's Private Message function, who said that he would advise LastPass Customer Support to contact me via my personal email.

On 6 January, I received an email from LastPass (Cesia, Support Specialist Tier 1) asking for my confirmation to cancel my subscription. I emailed back in the affirmative today, on the understanding that I'll be given a full refund. I'm now awaiting a response/confirmation of my refund.

I'll post an update confirming once this is sorted, so that anybody else experiencing the same problem can get an idea of the process/timeframe involved.

[ADQET]

To those who are following: an update as promised.

On 11 January, I received an email from LastPass (Cesia, Support Specialist Tier 1) stating that "sales are non-refundable",  but that approval had been secured to "make an exception" in my case. I was again asked if I wanted to proceed. I responded in the affirmative on the basis that I'd be issued a full refund.

On 16 January, I received an email stating that a full refund had been processed and that the funds could be expected in my account within 5-7 working days.

On 18 January, the refund appeared in my account.

This might not come as much of a surprise to those who've been following this slice of drama, but I've now switched to a different password management service 🙂

[nrgdude]

Hi Ash. I hope you can help me. I am locked in a loop with LastPass Personal Premium paid account (that I want to keep!). My modem changed and LastPass wants me to verify but the Gmail account password is locked in LastPass so I cannot get to the code. Both Google and LastPass do not have any way to call a live person. Are there any options available to me?

[jpenny84 · Accepted solution]

Either disconnect a device with cached password data from all networks, and use offline mode to log into the LastPass account, or use Gmail's password recovery options.

[nrgdude]

Thanks jpenny84, but therein lies the problem. The offline mode you mentioned requires access to my registered email account which can only to accessed after LP verification. However, to verify my LP account I must log into the registered email account and the password (very long random characters) is locked in LastPass. Catch-22 reigns! Gmail's recovery option requires a login to that account as well. Neither LastPass or Gmail have any live contact support; everything requires emails now. When I signed up for both, there were phone and chat options but those have been eliminated. ☹️  I am hoping a LP manager (Hi AshC!) sees this and contacts me so we can resolve this impasse. 🤞

[Misterian]

I have the same problem. I don't have my emergency codes and my phone changes so no LastPass authenticator. And I can't get the SMS code. I want my account cancelled and deleted!

[nrgdude]

It has been a week since Tech Support opened a case for me (19420492). I have not heard a peep from them. I have emailed them 3 times with no response. Does anyone know how to get their attention when unable to log into the master email account (the normal process)?