Last Pass Renewal - You cannot purchase this product with your account

[Yell]

Hi,

I have the Last Pass Families Option. unfortunately my CC expiered. I was able to update the billing info to my new card BUT when i Press renew on my Manage Family i got following error message:

You cannot purchase this product with your account

We're sorry, the product you are attempting to purchase is not compatible with your LastPass account. Please logout and use a different account, or contact support for help.

What to do??

[AshC]

@Yell  In some cases your account will remain active and attempt to repurchase after the billing information is updated.  If your plan expires and the purchase attempt still fails, let us know so we can take a look at the account status itself (and manually cancel it if needed). 

[GlennD · Accepted solution]

Hi @Yell,

I apologize for the frustration, we are actively investigating why some accounts experience this issue. It appears that while the billing system is trying to automatically renew a plan it blocks manual purchases on the account.

If you update your billing information so your account has the correct CC etc and then wait, the auto renew process should try again and this time be successful.

I hope to have an update for you tomorrow.

(solution updated Dec 7th GlennD)

[MJ10]

I am having the same issue.  Who do I contact to get it resolved?   I'm supposed to have email support as a Family Plan member, but since my family account is now inactive and I can't renew, it's not available to me.  Any help would be greatly appreciated; I'm stuck in a very frustrating circle.  Thanks! 

[PRDK]

same problem here... pls help

UserID: 199427768

[MJ10]

@PRDK - After updating my credit card info to be current, it took the website some time (maybe 24 hours?), but eventually it re-established the autorenewal and my account became active again automatically.   Hopefully the same happens for you.  Good luck! 

[LudusG]

I forgot to change my payment info so my account expired. I updated it but now it keeps saying that I can't purchases premium with my account.

[ytrek]

same problem, help appreciated!

[JKVOLT]

Hi @GlennD  - I'm experiencing the same issue with my Teams account.  How can I fix this? I don't see a way to disable auto renew.  Might I be able to DM you my account number?

[tmessing]

I've got this same issue. Can someone help?