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beardman
New Contributor

Re: LastPass won't recognize my premium status

@RachelO
They’ve resolved this. Thank you.
miche_
New Contributor

Re: LastPass won't recognize my premium status

I have been waiting for 2 DAYS for this issue to resolve or even just for support staff to at least respond.
This can't be the only way of raising this issue. Why the hell is proper support given only to premium members?

RachelO
LogMeIn Contributor

Re: LastPass won't recognize my premium status

Hi @miche_,

 

I've reviewed your support ticket and it looks like there was an issue with the purchase from the Google Play store not correctly syncing to our system which is why your Premium status isn't currently showing correctly. I see that your support case has been assigned to the billing team and they should be reaching out to you via email as soon as possible with next steps to take or a resolution.




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plan200
New Contributor

Re: LastPass won't recognize my premium status

Another user with a purchased premium account and not showing up as "premium".

Purchase was late MAR-2021.

I have a support ticket outstanding since 13-MAY - and no support and movement on this.

Clearly from all the users with similar problems - something is really wrong here.

 

 

RachelO
LogMeIn Contributor

Re: LastPass won't recognize my premium status

Hi @plan200,

 

I've removed an expired Families trial from your account which may be causing the issue. Could you try logging out and logging back in to LastPass to see if your Premium status then shows correctly?




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plan200
New Contributor

Re: LastPass won't recognize my premium status

Hello "RachelO" - thank you for working on this.

Status - 

After logging in and out - the "expired Families account" is no longer showing up.

BUT - I am seeing conflicting status on my premium account.

On the "Your Account Status" page - 

Under the Premium Status box = "Inactive" and the Purchase button.

But at the top of the page with the person icon - it shows my email and that I am logged in, and it says "Premium".

Please correct the "Your Account Status" page to reflect premium satus.

Note - Premium membership was purchased in late MAR-2021, as for the last 6 years.

Thank you 

 

RachelO
LogMeIn Contributor

Re: LastPass won't recognize my premium status

Thanks for giving that a try. We've done a refresh on your account as well, could you try these steps then trying again? Our system does show that your LastPass Premium is active until March 29, 2022.

 

  •  Click the LastPass icon in your web browser toolbar.
  • Go to Account Options or click your email at the bottom of this menu > Advanced > Refresh Sites then Clear Local Cache.
  • Log out and log back in to your LastPass account.



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plan200
New Contributor

Re: LastPass won't recognize my premium status

Thanks for clearing this up - followed the procedure and I am now seeing the premium membership and all of my saved sites.

tasmanian
New Contributor

Re: Paid for LastPass Premium but still showing as Free user

So now I have been struck with the issue of being downgraded to a "Free" account even though my card was charged for a renewal on 5/6. Having quickly run out of app switches (Mobile to PC and back) I can now only use it on my PC.

 

As another user has pointed out, I should have known better than to trust a company that is now owned by private equity vultures looking to strip the company bare by firing support reps. I've filed a support ticket (15458909) but it appears I'll be waiting weeks before this is resolved based on the experiences of others in this thread. Poor customer service!

GlennD
LogMeIn Manager

Re: Paid for LastPass Premium but still showing as Free user

Hi @tasmanian 

 

This should be corrected now. You may need to sign out and sign back in.

 

 

Glenn is a member of the LogMeIn Community Care Team.

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