Not authorized to upgrade to premium (???)

[ogeert]

Hi all,

I have had a premium account for a while without any issues. Now suddenly, my account is downgraded to a free account. I'm not sure why that happened. Maybe it had something to do with the notification about updating my billing information? I have ignored the notification and never updated anything...

Anyway, now I want to upgrade back to a premium account. But when I click on an Upgrade button, it takes me to a page where it says: "You are not authorized to upgrade" (or something similar, as I get redirected to the Dutch version of the website with text in Dutch). The page also tells me to contact Support which I did (but no answer yet).

Anyone knows what's going on here?

[GlennD · Accepted solution]

Hi @ogeert 

I have reviewed your account and it shows that your plan expired yesterday, but that you have since successfully repurchased a Premium plan today. 

[ogeert]

Hi @GlennD 

Thanks! I didn't do anything, but I'm back to having a premium account 🙂

[GabrieleB]

I have the same problem! Who can help me? I received an Email that the billing failed. But I'm not shure, that this Email is not a fake. 

[RachelO]

Hi @GabrieleB,

We have noticed, for some users, you may need to add your middle name (or middle initial) when on the upgrade page in order for the transaction to complete successfully, we would recommend trying that as well just to see if you can then complete the upgrade successfully.

If that still doesn't work, the billing team can assist to make sure your upgrade goes through successfully. To create a ticket for the team please scroll down and click Contact Support at the bottom center of this article, entering your account info, then clicking "Submit a billing case" at the bottom of the popup that shows: http://link.lastpass.com/community

[Sonnybr]

I have the same situation.
Even if I try go go premium through Google Play using my balance there it refuses to do so.

I used to be premium but let it expire for a few days and now I can't go back to premium, it's frustrating.

[VA001]

I have the same problem and cannot get anyone to help me with my account. I was advised that my premium account was suspended due to non-payment but I cannot pay now. 

[romaretti]

I've been facing exactly same issue. I've been a premium user for some years, got downgraded to "free user" and now when I try to upgrade to Premium, I always get the same message stating that I'm not authorized to buy/perform the upgrade. I did no changes to my account credentials.

[romaretti]

Hi @GlennD , could you please also help me ? 

I've been facing exactly same issue. I've been a premium user for some years, got downgraded to "free user" and now when I try to upgrade to Premium, I always get the same message stating that I'm not authorized to buy/perform the upgrade. I did no changes to my account credentials.

[Krissy1]

I have the same problem! Can anybody help me please?!