HELP - Paid for LastPass Subscription, but showing as Free on both phone and PC

[dennis1955]

I was able to get the help I needed from this community. 

As good as that was, it seems like a money-saving policy to do this instead of offering phone support. When my account was changed to the Free version,  my fear level went up. Was my last payment lost? Is my account secure?  What else has changed?

In addition,  I had no confidence that an answer would be forthcoming from this community.  I've seen too many other tech blogs that trail off into nothingness, with lots of complaining and well-meaning  suggestions but no professional answers. 

Last pass, please provide phone support!

[mmill2]

@RachelO I am having a similar issue, tried the steps you listed, and no dice. Account reads "Free User", but my payment from last month does show up in the "Payment History" section. I sent an email about this, but other posts aren't giving me a lot of confidence.

[RachelO]

Hi @Djassi,

Sorry for any frustration. The billing support team will need to assist with this issue, 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 

[RachelO]

Hi @mmill2,

The billing team will need to assist with this issue if you've already tried the steps above. I see that your ticket from today (Oct. 19) has been received by the support team and they will investigate and update you via email as soon as possible with a fix or next steps.

[mmill2]

Thanks, @RachelO . 

For others that might be running into this, my issue appears related to a migration to a new billing system.  LastPass support needs to manually re-sync my Premium subscription because of this migration. Hopefully this can be quickly resolved.

[mysticblaze085]

I have no idea how to even get into contact with support since my account isn't being recognized as paid for.

[AshC]

Hi, @mysticblaze085 

You can still create a 'Billing' case for email follow up by clicking the 'Contact' option at the bottom of this page: https://support.lastpass.com/help/how-do-i-contact-customer-support-for-lastpass-lp010121