Question about device types with the recent changes to LastPass Free

[johnnie1010]

My wife received a message that she could have last pass on one devise only. I thought we were allowed to have it on a total of 6. I believe I have it on 3 so I would think she should be able to have it on 3. Please adivse

[RachelO]

Hi @johnnie1010,

We’ve recently made changes to how LastPass Free users access LastPass across device types. LastPass offers access across two device types – Computers (including all browsers running on desktops and laptops) or Mobile Devices (including mobile phones, smart watches, and tablets). Starting March 16, 2021, LastPass Free only includes access on unlimited devices of one type. 

For more information and to further clarify what we mean by active device types, please see this support article: https://support.logmeininc.com/lastpass/help/what-can-i-expect-to-change-for-lastpass-free-on-march-...

[johnnie1010]

Our account is a family account that includes 6 Secure password management with 6 premium licenses for easy password sharing.  However, it shows she is using a free version when attempting to log in.  I have set her up as a family member.  

[RachelO]

Apologies as I'm not sure what troubleshooting you've tried so far, but does she show up in your Family Manager Dashboard as a user? If yes, please have her try these steps to see if she then shows as a Families user correctly:

•  Click the LastPass icon in your web browser toolbar.
• Go to Account Options or click your email at the bottom of this menu > Advanced > Refresh Sites then Clear Local Cache.
• Log out and log back in to her LastPass account. If that doesn't work, also try uninstalling the LastPass extension and reinstalling.