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How do I use the My Cases portal?

How do I use the My Cases portal?

    If you need additional assistance, you can sign in to your LastPass account on the LastPass support site and submit a case. Once submitted, you will receive a confirmation email with a case number for your records, and you can view the status of your case in the My Cases portal.

    How do I sign in on the LastPass support site?

    To submit a new case or view existing, you must first sign in on the LastPass support site.

    1. Navigate to the LastPass support site at https://support.lastpass.com.
    2. In the top toolbar, click Sign in.
    3. Enter your LastPass email address, then click Continue.
    4. Enter your master password, then click Log In.
    Results: You are now signed in on the LastPass support site with your LastPass account.

    How do I submit a case?

    To submit a new case to LastPass Support.

    1. Sign in with your email address and master password on the LastPass support site at https://support.lastpass.com.
    2. Use the search bar to enter your question. If the support articles available do not answer your question, click Contact Support within an article.
    3. Enter the required contact information and click Next.
    4. Select your desired contact option.
      Remember: The customer support offerings available will vary depending on your plan. If you are a LastPass Free user, please visit the LastPass Community as the issue you are experiencing may already be reported.
    5. Optional: If you have selected email support and would like to provide an attachment for your case, click Choose file... then select your desired file to attach.
      Note:  The maximum file attachment size is 5MB, and the supported file types are BMP, CSV, DOC/DOCX, GIF, JPEG/JPG, PDF, PNG, TXT, XLS/XLSX.
      Tip: Alternatively, you can submit your case first, then reply directly to the confirmation email and include the attachment.
    6. Click Call Me (phone support) or Send (email support).
    Results: You have contacted LastPass Support, and a confirmation email has been sent to the email address you used on the case submission form.

    How do I view my submitted case?

    Once submitted, you can view your case in the My Cases portal.

    1. Sign in with your email address and master password on the LastPass support site at https://support.lastpass.com.
    2. Click My Cases in the top toolbar of the support site, or navigate directly to https://support.lastpass.com/mycases.
    Results: Your case number, case creation date, case description, and case status is displayed.
    My Cases with case displayed

    How do I upload attachments for my case?

    If you'd like to provide an attachment for your case, click Choose file... on the case submission form, then select your desired file to attach. Alternatively, you can reply directly to the confirmation email (or any subsequent emails for your case), and upload a file attachment in your email response to send to LastPass Support.

    Note:  The maximum file attachment size is 5MB, and the supported file types are BMP, CSV, DOC/DOCX, GIF, JPEG/JPG, PDF, PNG, TXT, XLS/XLSX.
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