LastPass Business

What do you like best about the product?

For nearly six years, LastPass served my family well as our password manager. It was easy to use, simplified password management across multiple devices, and made it convenient to securely store and organize login credentials. The Family plan was straightforward to set up and made sharing passwords between family members simple. Day-to-day, the product generally worked as expected, which is why I remained a loyal customer for so long. Unfortunately, those positives were overshadowed by the account recovery experience and poor customer support. A password manager is only as good as its ability to help when something goes wrong.

What do you dislike about the product?

The biggest drawback of LastPass is its account recovery process and the lack of meaningful support when something goes wrong. Family Managers are unable to help family members regain access to their accounts, making the Family plan far less useful than expected. Customer support was slow, unresponsive, and ultimately dismissive, even suggesting that resetting the account was acceptable because there "wasn't much information" saved in the vault. Seven days without access to an account is unacceptable for a password manager, especially when there is no practical path to resolution. Compared to competing password managers that offer family account recovery features, LastPass falls short where it matters most.

What problems is the product 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.

What do you like best about the product?

Love being able to centrally store and share credentials securely with relevant members of my team.

What do you dislike about the product?

Sometimes the browser plugin is overeager in filling fields in for you. The UI makes sense to me as a technical user but some of my less technical colleagues find it cumbersome at times.

What problems is the product solving and how is that benefiting you?

Securely storing credentials for clients so they are in a central location that is protected.

What do you like best about the product?

Integration across all platforms from Desktop to mobile

What do you dislike about the product?

As we only use the password manager it can seem overwhelming at times

What problems is the product solving and how is that benefiting you?

We are able to share passwords across the IT department

What do you like best about the product?

how it's organised, the admin panel is easy, user exp always positive even for junior staff

What do you dislike about the product?

web extention logging off too often. also ios app not too user friendly

What problems is the product solving and how is that benefiting you?

currently we manager all company vault there so it's an app that doesn't need extra tools we have everything we need here

What do you like best about the product?

It has kept out PWs safe for use by the team.

What do you dislike about the product?

The fact that we need to use such a product.

What problems is the product solving and how is that benefiting you?

The sense of safe sharing of PWs and confidential info.

What do you like best about the product?

I love the strong password generator and the autofill feature.

What do you dislike about the product?

It’s a bit expensive for a small business like ours, especially since we only have a couple dozen accounts.

What problems is the product solving and how is that benefiting you?

Our business manages many subscriptions and also has a high turnover rate. LastPass makes it much easier to share passwords with new employees, and then update or change them when someone leaves.

What do you like best about the product?

It saves passwords and lets you share sensitive keys.

What do you dislike about the product?

I feel like sometimes it overwrites passwords that I did not want it to.

What problems is the product solving and how is that benefiting you?

It lets me share sensitive keys with colleagues.

What do you like best about the product?

When it worked, it was a good service. A password manager is very useful. A long as you can access it.

What do you dislike about the product?

It’s customer service is awful. Didn’t used to be. I used to be able to report a bug, track it, and get a solution. Now it uses a bot chat that suggests any number of either unworkable or irrelevant links.

What problems is the product solving and how is that benefiting you?

I am traveling and trying to access my account. It has facial recognition turned on but prompted me for a master password that I don’t have. I tried to reset the password, and my face is recognized, but it’s returned an error message for two days. To access any actual useful customer support, you have to be logged in. Catch 22.

What do you like best about the product?

The UI is fairly easy to navigate and feels intuitive overall. It’s full-featured, and I also like that it can integrate with Chrome.

What do you dislike about the product?

Managing the yearly renewal was not great this year. Customer service was slow and sometimes I had to reach out a second time to get a response. Apparently it was impossible for them to give me a final invoice before the plan renewed which was borderline infuriating. My finance team wasn't happy about that either.

What problems is the product solving and how is that benefiting you?

It allows us to share credentials for several consoles safely and quickly across several teams/users.

What do you like best about the product?

I really like that LastPass is very easy to use. Our vault is easy to access. Our entire team at the Dyson Foundation uses LastPass for password management, and we would be lost without it. LastPass helps us keep track of every account we have to sign in to, and we always feel that our accounts are safe and secure with it. We have no complaints about it, and we like using it.

What do you dislike about the product?

I would say the only issue that we have with LastPass is the need to remember our password for LastPass to sign in on occasion. It hasn't been an issue, but it is one of those things when you suddenly realize, oh, here's a password I have to manually remember. We've come to rely on LastPass so much that sometimes it makes us stop to think for a bit. Which isn't necessarily a bad thing.

What problems is the product solving and how is that benefiting you?

I use LastPass to manage passwords effectively, ensuring they are safe and secure, while keeping track of our numerous accounts.