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kmlancaster
Active Contributor

Re: Paid "Free" account issue, and support failure

Thanks. I did that and have gotten no individual response as of 23 hours later. I also replied to an old ticket I had for this same problem. I did get a response on that. They asked me to prove I had paid. I sent back a screenshot showing (in LastPass!) that I had paid. No fix or response as of 17 hours after my proof. We've been LastPass users for 10 years. I'm pretty grumpy about this.

nhukhue
Active Contributor

Re: Paid "Free" account issue, and support failure

I got the same problem today.  Been a premium user with last pass for several years.  Always automatic renewed and paid in December.  today suddenly it kicked me out premium to "free user" and wanted me to pay again.  Just put in case 16708404.  What a bummer! Hope they resolve it soon

hh5050
Active Contributor

Re: Paid "Free" account issue, and support failure

This was such a hassle for me when they did this several times to my account. I switched to Bitwarden and haven’t looked back. Really a pity they lost the plot.
nhukhue
Active Contributor

Re: Paid "Free" account issue, and support failure

The worst thing is that we are supposed to get "premium" 24/7 support.  but because of the free account issue, we get "free" support, in a long queue and wait a long time.  It is just unbelievable

This is a critical function.  It should never happen. I can see clearly my payment in the history payment page.  How could they not detect that?

This is major fiasco.  Last pass was just spinned off as independent company.    There must have  been  changes internally that likely makes this issue worse.  They boasted that would make this service better.  But I am seeing that thing will start getting worse: This software reliability and the support.  They can not even keep the light on.  How do they plan to make it better?

I start looking for alternative now.

therkf
New Contributor

Re: Paid "Free" account issue, and support failure

Confirmed - this happened to my paid account as well. Still waiting on a response.
Brian1000
Active Contributor

Re: Paid "Free" account issue, and support failure

Glenn,
I am having the same issue and the crazy thing is that I cannot call support since it thinks I am free user? What is going on? I am considering leaving Lastpass even though I love it. Can you help?

Brian
Brian1000
Active Contributor

Re: Paid "Free" account issue, and support failure

I have the same problem and am very disappointed with Lastpass. It is a preventable problem. I cannot call support due to it thinking I am a free user. Password managers are too important to have this type of amateur billing snafu.  I cannot call them since it does not recognize my premium status. I am ready to consider Password1, Dashlane, Bitwarden, etc. Argh!!!!!!!!!!!!!!

sajious
Active Contributor

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

hi, can you please tell me what was the email of LastPass support? i have same problem but it didn't work with logout and login

Brian1000
Active Contributor

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

Use the billing/payment feedback form.

Good luck!

sajious
Active Contributor

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

Can you send me a hyperlink to that form? I Couldn't find it actually