What problems is LastPass solving and how is that benefiting you?
I was a loyal LastPass customer for nearly six years and trusted the service enough to put my entire family on a Family plan. That trust is gone.
For seven days, my family member was locked out of his account because he needed to reset his master password. Despite countless attempts to resolve the issue, LastPass provided no practical way to restore access in a reasonable amount of time. A password manager's primary job is to help users securely access their information, and LastPass failed at the most critical moment.
What made the situation even worse was the terrible customer support. Responses were slow, unhelpful, and offered no real path to resolution. As the Family Manager, I was shocked to discover that I had virtually no ability to help my own family member recover access to his account. For a product marketed as a family solution, that is an incredible oversight.
The most disappointing interaction came from LastPass support itself. Rather than helping us recover the account, we were told:
"Since your family member does not have much information saved in his vault yet, resetting the account would be the best course of action."
That response completely missed the point. The amount of information stored in the vault is irrelevant. Whether there is one password or one thousand, the expectation is that a password manager helps customers regain access to their accounts, not dismisses the problem because there isn't "much information" to lose. That response demonstrated a lack of empathy and a troubling attitude toward customer support.
This experience exposed a fundamental weakness in LastPass's Family plan. Family Managers have no meaningful way to assist a family member who is locked out of their account. Competing password managers, such as 1Password, provide family recovery features that allow organizers to help members regain access. LastPass leaves families stranded when they need help the most.
After nearly six years as a paying customer, I have canceled my LastPass subscription. It wasn't because of the technology alone, it was because of the complete lack of responsive support, the dismissive attitude we encountered, and the absence of basic family account recovery capabilities. When a company holds the keys to your digital life, seven days without access and no meaningful support is unacceptable.
I cannot recommend LastPass to anyone, especially families. If you're evaluating password managers, don't just compare features; look closely at account recovery options and the quality of customer support. Those are the things that matter when something goes wrong, and in my experience, LastPass failed on both. Review collected by and hosted on G2.com.
