Feel your pain. Same for me...
From my recent experiences: You get one reply, if you contact them back, you never hear back unless you open a new ticket.
Often if you just open another ticket it is going to be flagged as a duplicate in the system.
If you have an open support ticket instead of opening another one for the same topic, you can comment on your existing ticket by going to the support site and clicking on My Cases at the top of the page.
Glenn, Then what do you suggest we do if we wait for more than a week and get no response? I have asked many times for updates. I have not heard anything since a generic response. It has now been 8 days since I have lost access to my Vault. Cancel and use another password site? I would love to be able to use my passwords on LastPass.
Replying to the case most definitely does not work to illicit a response. I have had a ticket open for well over a month and the only response I ever received ignored the specifics of the submission and and asked for me to submit information and screenshots that I'd included in the original submission. I re-submitted the requested information anyways and have replied to the ticket weekly and I have still not received a reply other than an automated message that says I will receive an email if the question has been answered.