reduce the number of seats in Lastpass.

[J0N0]

Hi all,

I am struggling a little bit here with LASTPASS as it is so easy to purchase more licences, there are buttons for that everywhere, however I'd like to reduce from 10 licences to 8. It's proving impossible to do.

I have sent emails and form requests more than a week ago, got a call this morning from someone that said they could not help me... There is a beautiful article that suggest I press renew now and enter the number of licences I want. That button does not exists on my dashboard.

I created a couple of Cases, they mark themselves as CLOSED within a couple of minutes.. 

I am stumped and now I only have one day left until renewal, I like Lastpass and I'd like to avoid moving back to Dashlane, but these last couple of weeks, Lastpass support has been quite frustrating.

any help is appreciated at this stage.

Jonathan

[RachelO]

Hi @J0N0,

I see that the Teams account is now showing as expired, are you able to follow the steps here to renew your desired amount of licenses or is the Renew button still not available? https://support.logmeininc.com/lastpass/help/how-do-i-reduce-the-number-of-lastpass-licenses-i-want-...

If not please let me know, and I can create a ticket for you with the support team who will need to assist further.

[J0N0]

Hi @RachelO 

indeed, now that the licence has exprired I can see the renew button. also I have discovered that I had a prepaid account and that it has not automatically renewed. I am relieved, I have not been charged for licences I so not intend to use.

However I run into another problem now when I press renew:

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.

a ticket with the support team would be wecome. Thanks

Jonathan

[RachelO]

Thanks, I have created a ticket on your behalf. Please keep an eye on your email as all further updates will be sent to you from the support team there, for reference your case number is #15979457

[nbeuchat]

I have the exact same problem. It is IMPOSSIBLE to find how to reduce the number of seats, the subscription plan (from yearly to monthly), and turn off auto-renewal. 

We have our renewal tomorrow and I do not expect to be charged for 16 licenses with the yearly plan while I need only 4 with the monthly plan. 

[FabienReachCPA]

Hi there,

We're in the same boat. 14 licenses, but only need 6. I appreciate your assistance.

[GlennD]

If you are having trouble, please scroll down on this page and click Contact Support to request a call back from Support: http://link.lastpass.com/community 

[hoilum]

Already filed ticket (17389211), I did follow the instructions but can't locate the no. of license that can be adjusted. We currently have 31 licenses but only need to renew with 24.  Please help!

[AshC]

@hoilum  It looks like the support rep is already handling your billing request by email. 

[lwood08]

Similarly trying to reduce the number of users in my account in advance of my renewal. After going back and forth with a customer support person via 5 emails that took over 3 weeks in total I've learned the following:

>If you are on auto-renewal it is literally impossible to reduce your seat count

>The only way to opt out of auto-renewal is to have a customer service rep turn it off

>Even if you opt out of auto-renewal there is no way for the customer service to reduce your head count in advance of your renewal date

>The customer service person can tell me which day my current license expires but cannot tell me what time

>The customer service person suggested I call customer service the day before it expires to cancel the bulk membership and repurchase at a lower number - still unclear how this affects data in the existing accounts I want to keep

>The customer service person could not supply me with a phone number for customer service, just that I log into the help site and ask for a call

This is the most ridiculous user experience for managing licenses I've ever seen. Please take a lesson from Slack and have the licenses be smart enough to float down automatically. Or at least add a button in the account that lets us reduce the number on our own.