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akhilsingh82
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!

1 ACCEPTED SOLUTION

Accepted Solutions
akhilsingh82
Active Contributor

Re: Have a premium subscription, but shows as Free user

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.

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49 REPLIES 49
ji1
Active Contributor

Re: Have a premium subscription, but shows as Free user

Me too.

And they are not responding to my case numbers.  ZERO support. 

kmlancaster
Active Contributor

Re: Have a premium subscription, but shows as Free user

Me too! I have a premium subscription that renewed again in June, but it is treating me like a free user!

Tumbili64
New Contributor

Re: Have a premium subscription, but shows as Free user

Me too. No response to support case. Been a premium member for years with no issue. Now seems that I need to subscribe to a monthly fee which is over 100% more expensive. 

norifume
Active Contributor

Re: Have a premium subscription, but shows as Free user

I am on the same boat, I happened twice on my account already and it's frustrating. 

 

yaelnadel
New Contributor

My Last Pass Premium account just reverted to Free even though it doesn't expire until Oct 2021!

I signed up for a Premium account on Oct 23, 2020 and have happily been using it since then. About 3 months ago, I signed up for a Families trial but decided it wasn't right for me, so I didn't renew/sign up for it and just cancelled it today. I assumed the Families trial wouldn't impact my Premium account status, since I'd already paid for Premium, but all of sudden my account is showing as Free and I have no idea why. Has anyone else experienced this???

yaelnadel
New Contributor

Re: My Last Pass Premium account just reverted to Free even though it doesn't expire until Oct 2021!

Order number for the Oct 23, 2020 renewal of my Premium account is #69422163_10237552
foxhound_rzl
Active Contributor

Re: My Last Pass Premium account just reverted to Free even though it doesn't expire until Oct 2021!

I have the same problem. I opened a support ticket two days ago but no acknowledgement yet.

akhilsingh82
Active Contributor

Re: Have a premium subscription, but shows as Free user

I have written to them on the support email as well. I suggest you do that as well.

akhilsingh82
Active Contributor

Re: My Last Pass Premium account just reverted to Free even though it doesn't expire until Oct 2021!

I am facing the same problem and haven't heard anything from support yet.