Paid for LastPass Premium but still showing Free user

[GlennD]

Hi @bowensa4 

I've edited your post because the information you provided is incorrect. If you need to contact support you need to open a support ticket though our support site. If you just send an email to the address you provided it will go into the void and you will not get a reply.  Tickets opened through the support site are routed to specific groups based on what is entered, for example we have additional agents working on the queue specific to this billing issue so that we can get the tickets addresses as soon as possible.

[Jelvis]

+1 to this after just going premium. I see the stuff about raising a ticket etc. which I have. Avoided premium after massive price hike a few years ago. There are free alternatives and paying this year is my way of buying time to look into what to do and be in a better position to jump ship when renewal time comes. Already thinking paying was a bad idea. How hard is it to get this first step right? I was expecting to come here and see it was a common issue and something along the lines of "Do x,y,z" to sort it. **bleep** I'll be typing in all caps next........

[MikePax]

Exact same thing happened to me. I have the receipt on my computer as a pdf for proof that I paid. It's been over 5 days and my account is still showing free.  Have put in two support tickets, and got a reply saying "Received" but no other contact.

This leads me to believe that LogMeIn (parent company) is in over their heads. They bought the company but didn't update the software. Maybe they let go the senior software engineer that knew all the code and could have fixed this problem in a day. That's is what typically happens in similar situations. I know because I was a software engineer for over 30 years and it happened several times in companies I was in. It's not uncommon. Sometimes a company recovers, and sometimes they don't. Recovery can be very very painful, with Customer Service taking the brunt of the complaints, getting cussed out with foul language,  and management having the worst headache of their careers. It's not a pretty picture. Let's hope this is NOT the case with LogMeIn, but to me, it certainly appears to be the case.

Make no mistake this is a software issue. The software is not doing what they need it to do. They probably (they should) have software teams working 24x7 to get this fixed. A large number of people are being affected, and a revenue stream has been disrupted. It's literally one of the worst things that can happen to a software company. Let's all pray that they get the problem(s) solved quickly.

[garmstrong65]

Same problem here. When will this get fixed? I tried to submit a case, but it didn't work. I also tweeted to lastpass support. Please help us. You coerced us into an upgrade, which is ok, because I really like your service. However, not having the upgrade perks is unacceptable since I paid for it.

[GlennD]

Hi @MikePax 

Sorry for any frustration. This particular issue while incredibly annoying is on a much smaller scale than you are imagining. Unfortunately, it does take a little time and a human to correct the issue. 

[MikePax]

Glenn,

Thank you for putting my mind at ease. I'll wait for the fix. In the meantime, I'm only slightly inconvenienced. LastPass is still working 100 percent and that is great.

Thanks

[Jelvis]

I had an email yesterday that told me my issue was now resolved, which it was. I'm grateful for support clearing things up for me but it is concerning that this was an issue in the first place. Nothing to do directly with Lastpass itself but seems like an 'Ecommerce' failing. 

[DAKherr]

I too have this issue and I too opened a support case that is not showing up under "My Cases".

I just paid to upgrade and the charge was successful, however my account still shows "Free User" instead of Premium User. Logging out and back in does nothing to fix the issue.

Please help, thank you.

*UPDATE 3/3/2021*
LastPass Premium is now showing on my account. Thank you.

[RachelO]

Hi @DAKherr,

 I do see your submitted case from a few hours ago in our support queue, it should be assigned soon and an agent will in contact with you via email. You can check the status of your support case by going to the support site and clicking on My Cases at the top right. If you don't see this active case within a few hours, please try signing out of your account by clicking on the profile image at the top right of the site > Sign Out and signing back in then clicking My Cases.

[JMB801]

Same problem. Having an account upgrade after payment is extremely basic stuff and that makes me doubt LastPass' ability to do the much more complex task of keeping the software secure. I will definitely cancel auto-renew and I think I am going to want a refund.