cancel
Showing results for 
Search instead for 
Did you mean: 
Yell
New Contributor

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

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??

1 ACCEPTED SOLUTION

Accepted Solutions
GlennD
LogMeIn Manager

Re: Last Pass Renewal

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)

 

 

Glenn is a member of the LogMeIn Community Care Team.

Was your question answered? Please mark it as an Accepted Solution.
Was a post helpful or informative? Give it a Kudo!

View solution in original post

11 REPLIES 11
AshC
LogMeIn Contributor

Re: Last Pass Renewal

@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
LogMeIn Manager

Re: Last Pass Renewal

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)

 

 

Glenn is a member of the LogMeIn Community Care Team.

Was your question answered? Please mark it as an Accepted Solution.
Was a post helpful or informative? Give it a Kudo!

View solution in original post

MJ10
New Contributor

Re: Last Pass Renewal

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
New Contributor

Re: Last Pass Renewal

same problem here... pls help

UserID: 199427768
MJ10
New Contributor

Re: Last Pass Renewal

@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
New Contributor

Last Pass Renewal troubles

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
New Contributor

Re: Last Pass Renewal troubles

same problem, help appreciated!

JKVOLT
New Contributor

Re: Last Pass Renewal

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
New Contributor

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

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