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Etefi
Active Contributor

Family-account renewal - no Premium access, no FamilyApplications usable

I have paid for the Family-Account and was told the family and I would all be using Premium. Neither is there Premium-Access for me, nor can I use the FamilyApplivations. What do I do?

1 ACCEPTED SOLUTION

Accepted Solutions
Etefi
Active Contributor

Re: Family-account renewal - no Premium access, no FamilyApplications usable

@GlennDThank you for the reply!

This is my case number: 15726488

Thanks for taking care of this!

View solution in original post

13 REPLIES 13
cesarar
New Contributor

Re: Family-account renewal - no Premium access, no FamilyApplications usable

I'm having the same issues and file a case and not getting a response since my account is tagged as free.

Etefi
Active Contributor

Re: Family-account renewal - no Premium access, no FamilyApplications usable

Last year I had the same issue, but I didn't really care as I hadn't used LastPass for very long at that time... but this year it is different and I need it to function.

When did you tell LastPass???

cesarar
New Contributor

Re: Family-account renewal - no Premium access, no FamilyApplications usable

Filed a case early yesterday. Havent been picked up yet, nor any updates.

Just noticed that the app on my cellphone is not working, it only lets me have the computer connected.

My yearly payment was done in Oct-2020, for families and not even Premium personal is working now.

😕 was planning to renew, but this is pushing to another password manager.

GlennD
LogMeIn Manager

Re: Family-account renewal - no Premium access, no FamilyApplications usable

@cesarar I located your ticket and updated the notes on it, support is pretty busy right now but we should have it corrected soon.

 

@Etefi I could not locate an account under your community email address, can you share your support ticket number with me please?

 

Glenn is a member of the LogMeIn Community Care Team.

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Etefi
Active Contributor

Re: Family-account renewal - no Premium access, no FamilyApplications usable

@GlennDThank you for the reply!

This is my case number: 15726488

Thanks for taking care of this!

View solution in original post

rayzorfist
New Contributor

Re: Family-account renewal - no Premium access, no FamilyApplications usable

I have this exact same problem.

 

Been with LastPass paid account for more than a decade.

 

Moved  to Families a couple years ago and last Families payment was in Oct 2020.

 

My account now shows as a "free" account and none of the Families data is there anymore.

 

WTF happened?

 

Case 15741921

JNolan
New Contributor

Re: Family-account renewal - no Premium access, no FamilyApplications usable

I have no answer to your question, but I'm stuck in the same situation.

 

I have LP premium and my subscription does not expire until November.

I tried LP families with a free trial back in 2018.

I recently removed LP families as I wasn't making use of it. At this point I was downgraded to a free account, which should not be the case.

I am now stuck in a situation where I'm paying for premium but getting nothing from support. 

 

Research is pointing me towards 1password instead.

xav0rc
New Contributor

Re: Family-account renewal - no Premium access, no FamilyApplications usable

This is now happening to my account--Paid up earlier this year for the annual families price but it is treating us as if we did not pay.  Seems like this is a systemic issue with LastPass.  The fact that we should have "better" support being paying customers but their system recognizes us as free users, thus banishing us to e-mail contact or forums, is pretty awful.  Were you ever able to get your account fixed and how long did it take?

Boyding123
New Contributor

Re: Family-account renewal - no Premium access, no FamilyApplications usable

What was the solution - I have similar problemm now.