HELP FILE

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.logmeininc.com/lastpass.
  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.
You are now signed in on the LastPass support site with your LastPass acount.

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.logmeininc.com/lastpass.
  2. Use the search bar to enter your question. If the support articles available do not answer your question, click Contact Support at the bottom of an article.
  3. Enter all the required information, and provide as much detail as possible about your question.

    Tip: You can also upload attachments (e.g., screenshots of the issue, network or console log files, etc.).

  4. Click Send to submit.
A confirmation email with a Case Number is sent to the email address you provided.

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.logmeininc.com/lastpass.
  2. Click My Cases in the top toolbar of the support site, or navigate directly to https://support.logmeininc.com/lastpass/mycases.
Your case number, case creation date, case description, and case status is displayed.

My Cases with case displayed

How do I upload attachments after I submitted my case?

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. The maximum file attachment size is 5MB.