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Active Contributor

Have a premium subscription, but shows as Free user

I have an active free subscription for the last four years (annual renewal done in Feb 2021), but out of the blue, it started showing me as a Free user today. Now it is prompting me to switch to computer when I am using it on the Laptop. Did not have this problem earlier. Very frustrating!

Retired GoTo Contributor

Hi @akhilsingh82,


The support team will need to assist with this issue as they have access to the system needed to make sure your Premium status is showing correctly on your side. I see that the team has received your ticket from August 18, and will reach out via email with all further updates in regards to this request, so please keep an eye on your email as they will let you know when this is fixed or if any additional information is needed.

RachelO is a member of the LogMeIn Community Care Team.

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Active Contributor

Well lets see.. The email's from Jose strongly indicates to me that he took very little time trying to understand the issue. 

The phone number he gave to call in case the problem was not resolved  was on multiple occasions answered by someone who basically said.. "Not my department, not my problem."


Only after I spent way too much time entering multiple tickets, calling again and again, did I finally make contact with Debhora, who with a little effort understood the issue and fixed everything right up. 


The point I am making, and I'm confident that I speak for most of the people with the same issue, is that WE SHOULDN'T HAVE HAD THIS ISSUE AT ALL IF LASTPASS WAS BEING COMPETENT IN THE SERVICES THEY PROVIDED.   

My account records clearly show I was a paid up premium member.  

Lastpass software absolutely should not therefore be showing me as a free user. 

Any frustration I experience to fix that issue that shouldn't exist in the first place is just icing on the incompetence cake. 

New Contributor

exactly, I have a ticket that has not been replied to in two dys, and a post today with no response.

One would think they would realize they have an issue and be proactive and find and repair accounts that have this issue, especially since we are "Paid" customers

Active Contributor

So I received an email from lastpass support today. Here's what it said:

"Hello Akhil,

Thank you for contacting LastPass Support! We are sorry for the inconvenience, we had issues with our billing system and that's why we have added a trial until next year just log out and then back in and you'll be able to use all the features included on your paid subscription.

Please let us know if there is anything else we can do for you. I´ll leave this case in pending status waiting for your response.

If we have answered your question, we will send you an email in the next few days asking for your feedback. We value your opinion and thank you in advance for taking the time to click on the survey link and let us know how your experience was with our team."

My subscription status is now "Premium trial member" which is set to expire on 1st February 2022. ( Same as my paid subscription). So it seems to be working fine.

I suggest everyone to fill up the support email message and send it. I did that on 18th and received the email response on 20th. A bit tardy but at least it works now. Make sure you get an email mentioning a ticket number.
New Contributor

Well its been a week now
Ticket entered 8/17

8/20 post here no repsones
8/23 PM on facebook get a response and new post to my ticket that is would should be fixed in one business day.

8/24, still not working
New Contributor

I'm in the same boat. I have a premium subscription until Dec21  but it says I only have a free one.   There is no way to contact support


Retired GoTo Contributor

Hi @ioannis1644,


We do see an active Premium subscription on your account, could you try logging out and logging back in to LastPass to see if you see your Premium status correctly? 

RachelO is a member of the LogMeIn Community Care Team.

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New Contributor

Mine just reverted again, second time in three weeks.
Last time tech support was prompt and effective. They said that the free and premium accounts had to be synchronized.

This time I’m getting what feels like a run around and now silence. Of course this is happening during the biggest Christmas shopping weekend

I just renewed subscription about three weeks ago. I have a feeling the renewal process doesn’t work correctly. Problem occurring on both my phone and computer.

As instructed by email support:
I have cleared cache
I have tried removing the browser extension
I have rebooted
I have tried different browsers

The fact it’s happening across multiple devices would seem to make the above steps an effort in futility but that’s what they said to do.

I replied back to tech support that it was still not working and no word back.
Maybe I’ll be able to use it by next Christmas

Not a happy camper.
Active Contributor

It's happening to me again. Started yesterday.
GoTo Manager

Hi @kmlancaster, welcome to the community.


I apologize for any frustration. Please scroll down on this page and click Contact  Support After you have entered your name and email, click on Submit Billing Case on the next screen. 



Glenn is a member of the GoTo Community Care Team.

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