Unable to renew my LastPass Enterprise subscription, error when trying to renew

[kevin26]

My Enterprise subscription expired a little over a week ago. Since then, I've been trying to renew it, but LastPass's renewal option seems broken. I get this message when I press the "Buy License" button in the Admin console:

"You cannot purchase this product with your account
We're sorry, the product you are attempting to purchase is not compatible with your LastPass account. Please logout and use a different account, or contact support for help."

I've contacted LastPass support, but they have not helped me yet, and I'm worried we will lose access to LastPass. Anyone experienced a similar problem?

[RachelO]

Hi @kevin26,

Sorry for the delay in response from the enterprise support team. You should receive a response from the team as soon as possible.

[FVT81]

I have exactly the same problem. I have even contacted support twice! It's driving me nuts.

[ferdiverlaan]

Just to add my two cents, that we have the same problem. We are a enterprise user, and it looks like it wants to renew it as a business account. Hope it can be resolved quickly!

[RachelO]

Hi @ferdiverlaan,

We did recently update LastPass Enterprise, which is now called LastPass Business (and may be why you're seeing LastPass Business when renewing instead of Enterprise.) For more details and information please see our blog post here: https://blog.lastpass.com/2021/06/lastpass-business-redefined-to-meet-your-needs-at-your-pace/

[kevin26]

Hi Rachel,

Thanks for escalating the issue. LastPass support fixed the issue!

--Kevin

[scarlos]

I'm simply just trying to pay for our subscription. I've attempted 3 cards, 2 corporate AMEX, and one personal Visa. Every single one is given a "Payment Declined" error. Billing address and card info all match 100%.

Called the bank, all cards are in good standing, they have no records of declining payment.

Can't call LastPass or LogMeIn due to, well, no option of phone or account support for LastPass. Sent in a ticket a got a generic "Your bank must have declined but we don't have details so you'll have to call them" message back. It's not the bank. It's your payment portal, LastPass.

Really regretting using LastPass as a "solution".

- Grumpy IT Guy

[RachelO · Accepted solution]

Hi @scarlos,

So that the billing team can help get this fixed for your account, please create a ticket by scrolling down and clicking Contact Support at the bottom center of this page: https://support.logmeininc.com/lastpass/help/how-to-add-enterprise-users-lp010044

[scarlos]

As stated in the original message, I've already submitted a ticket and received a generic, unhelpful, response. 

Here's the ticket: 15682166

[JaredBNK]

Hi @RachelO 

Please escalate this for us too.

We are having the exact same issue for ticket number 16050954