Loading
×Sorry to interrupt
This page has an error. You might just need to refresh it. Unable to find an action for 448;a: {"id":"448;a","state":"SUCCESS","returnValue":"{\"success\":true}","error":[]}

Type your question below or sign in to reach a support agent

Loading the page

LastPass Guide

Save selected topic
Save selected topic and subtopics
Attachments
Select AllDownload
Attachments
Select AllDownload
Open attachmentsOpen Attachments
Leave FeedbackSend Feedback
ShareShare Page
Expand All

Use the My Cases portal

Save selected topic
Save selected topic and subtopics
Attachments
Select AllDownload
Attachments
Select AllDownload
Open attachmentsOpen Attachments
Leave FeedbackSend Feedback
ShareShare Page
Expand All
Also in
Last updated: Aug 22, 2024
6 min read
×

    Use the My Cases portal

    If you need additional assistance, you can sign in to your LastPass account within the LastPass Support Center 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.

    Log in to the My Cases portal

    To submit a new case or view existing, you must first log in to LastPass, then you can view or create your cases in the LastPass Support Center.
    1. Log in to LastPass with your email address and master password using the LastPass browser extension or via LastPass website at https://lastpass.com/?ac=1.

      Troubleshooting: If you are unable to log in to LastPass, view Having trouble logging in? for troubleshooting and contact options.

    2. While logged in to LastPass, navigate to a relevant support article in the LastPass Support Center.
    3. Scroll to the bottom of the support article and select Contact Support.
    Results: You are now logged in to your LastPass account in the LastPass Support Center.

    Submit a new case

    For additional assistance from LastPass Support, submit a new case via the LastPass Support Center.

    1. While logged in to your LastPass account in the LastPass Support Center (at https://support.lastpass.com), use the search bar to enter your question.
    2. If the support articles available do not answer your question, select Contact Support within a relevant article.
      Troubleshooting:
      • If you are not already logged in, select Log in to LastPass and log in with your email address and master password.
      • If you are unable to log in to LastPass, view Having trouble logging in? for troubleshooting and contact options.
    3. Select Open a support case.

      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.

    4. For the Case Reason, select Support.

      Tip: Alternatively, you can report a billing issue to LastPass, or select Sales to contact our sales team.

    5. Enter all required information, and include as much detail as possible in the Description field.

      Troubleshooting: Only enter numbers into the Preferred Phone Number field (do not enter dashes).

    6. Select Submit.

      Submit a new case to LastPass 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, which includes your new case number.

    View your submitted cases

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

    While logged in to the LastPass Support Center (at https://support.lastpass.com), select My Cases in the top toolbar.

    Result: By default, the My Open Cases list view is selected, showing all open cases for your account, with each displaying a case number, subject, status, date/time opened, case owner alias, email (associated with the submitted case), and owner name (LastPass Support representative).

    Troubleshooting: If you submitted a case but you aren't seeing it listed, change your list view by using the drop-down menu and selecting one of the following:
    • My Closed Cases
    • My Pending Cases
    • Pending Customer Response
    • Recently Viewed Cases
    Tip: If you change your list view, the last view selected will be shown by default.
    My Cases in the LastPass Support Center
    Results: You have viewed your submitted cases and their statuses.

    Share an update (reply to your case)

    When your case has been assigned to a LastPass Support representative, they will provide a response to your case. Likewise, you can share an update (reply to your case) at any time.

    1. While logged in and viewing the My Cases portal, select the case you want to view.
    2. On the Feed tab, you can view the response given by the LastPass Support representative.

      Tip: Be sure to select Expand Post to view the full response.

    3. To reply, select Share an update (or Share).

      Share an update for your case

    4. Type your response into the field provided.

      Tip: You can also upload attachments to your reply.

      Share an update by replying to your case

    5. When finished, select Share.
    Results: You have shared an update to your case with LastPass Support.

    Upload attachments to your case (optional)

    Once you have submitted a case, you can upload attachments (up to 10 at a time) when sharing an update (replying to your case).

    Tip: If you are troubleshooting an issue with the LastPass, you can create diagnostic logs for troubleshooting the LastPass browser extension, or collect console and/or network logs for Chrome, Firefox, Safari, Edge, or Opera. Once the log files are saved, proceed with the steps below to upload them to your submitted case.
    1. While logged in and viewing the My Cases portal, select the case you want to view.
    2. On the Feed tab (within the Post section), select Share an update (or Share).
    3. Select Attach icon then select Upload Files.
    4. Select your the files you want to attach, then select Open.
    5. Select Share.

      Add attachments to case

    Results: You have uploaded attachments to your case and submitted them to LastPass Support for review.

    Reopen a closed case

    You can reopen a case that has been closed by LastPass Support to continue sharing further updates about the specific case.

    Restriction: You can only reopen a case within 7 days from the date it was closed.
    Important: If you need assistance for a different case topic, create a new case for LastPass Support.
    1. While logged in and viewing the My Cases portal, use the drop-down menu to select the My Closed Cases view.
    2. Select the case you want to reopen.
    3. On the Feed tab, select Reopen Case (next to Post).
    4. Select the reason for reopening the case, then select Next.

      Reason for reopening case in My Cases portal

    5. When prompted, select Share an update (or Share).
    6. Type your response into the field provided.

      Tip: You can also upload attachments to your reply.

    7. Select Next.
    8. As instructed on the confirmation message, refresh the page to view updates.
    Results: You have reopened your case with LastPass Support and provided an update. You can continue to share updates about this specific case topic.
    TagsUserArticlesVideos

    If you need additional support after reading this article, please contact us below.

    On this page:
    Loading