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VeeW
Active Contributor

Cannot update Address or Billing information

LastPass Premium user for 9 years.

 

Paid with Google Checkout for two years, then used the auto-renew option via PayPal. This option is seemingly no longer valid and you've very kindly cancelled my auto payment.

 

I have received multiple emails from you asking me to update my billing information.  I have been trying to do this without success.  I have used multiple browsers, cleared cache, cleared cookies, tried incognito mode...nothing works.

 

I fill in everything you ask for but I still get the following error message, over and over again:

 

Screenshot 2022-08-02 094434.png

 

I have never had to ask a company to take my money, but I don't know what else to do... take my money, please?

Tags (3)
1 ACCEPTED SOLUTION

Accepted Solutions
AshC
GoTo Moderator

Re: Cannot update Address or Billing information

@VeeW  Please click my Community name to send a private message with the info you want to update, and I'll help create a case for Customer Support to review. 

 


Ash is a member of the GoTo Community Care Team.

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9 REPLIES 9
VeeW
Active Contributor

Re: Cannot update Address or Billing information

Thanks for the link. 

 

I found that thread when I was trying to renew after the first email received in early July. 

 

I waited until I was closer to the expiration date - 01 September 2022 - until I tried again.  I believe I'm within the 30 days quoted by AshC in the linked thread but maybe it's based on a different time zone.


I don't understand why I cannot update any personal information though.  Having a window of 30 days to update my address details before my subscription expires seems a little peculiar.

AshC
GoTo Moderator

Re: Cannot update Address or Billing information

@VeeW  There could also be something wrong with the data migration of your account into the new billing system.  Please let us know if you continue to receive any billing errors. 

 


Ash is a member of the GoTo Community Care Team.

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VeeW
Active Contributor

Re: Cannot update Address or Billing information

Thanks @AshC , I still cannot update my details so what you say about data migration may be correct.

 

Over to you!

AshC
GoTo Moderator

Re: Cannot update Address or Billing information

@VeeW  Please click my Community name to send a private message with the info you want to update, and I'll help create a case for Customer Support to review. 

 


Ash is a member of the GoTo Community Care Team.

Was your question answered? Please mark it as an Accepted Solution.
Was a post helpful or informative? Give it a Kudo!
VeeW
Active Contributor

Re: Cannot update Address or Billing information

After contacting Ash via PM I have now heard from GoTo support and this matter is resolved.

 

Thanks for your help.

Don46
New Contributor

Re: Cannot update Address or Billing information

And … what WAS the solution?
I’m getting the same emails asking me to change payment info and cannot find my way to payment information site.
VeeW
Active Contributor

Re: Cannot update Address or Billing information

The solution for me was for LastPass to cancel my subscription, update my address info then set up a new subscription.  Something behind the scenes was causing an issue that couldn't be resolved by us mere mortals.

 

The payment information side of things can be found by going to lastpass.com/my.php.

Don46
New Contributor

Re: Cannot update Address or Billing information

Thanks, but I cannot believe a software company cannot solve a problem so fundamental to its very existence. The email they sent me had instructions that made no sense whatsoever.
Don46
New Contributor

Re: Cannot update Address or Billing information

The solution is simpler.
I went to my account on my desktop pc and went right to the change.