Paid for LastPass Premium but still showing Free user

[RachelO]

Hi @rogerdk,

I do see your support request is active and the billing team is working to resolve this issue with your account currently, and they will send you an email as soon as this has been fixed. If you have any other questions please feel free to reply to any of the emails sent to you related to your support case and that will be sent to your support representative so that they can respond.

[narcoso]

Hello,

i bought LastPass Premium because of the upcoming changes popup on the 20th, but it still shows Free on my Account.

I even opened a Ticket on the 21st with case number 14892171, but nothing happened.

Is this a scam?

[jpenny84]

You can check your case status on the LastPass support page.

https://support.logmeininc.com/lastpass/help/how-do-i-use-the-view-my-cases-portal

[RachelO]

Hi @narcoso,

Sorry about not hearing back about your support ticket yet. I've escalated your ticket so that our support team managers can make sure your ticket is resolved as soon as possible, please keep an eye on your email as they will let you know as soon as this has been fixed.

[dewaynea]

@GlennD and @RachelO  .

I opened a case on this issue on the 18th of Feb. (14882019) and I still don't have a solution plus I have not seen a reply on this case from the support agent for over a week. What is going on? This is an insane length of time!

--Dewayne

[Jelvis]

I think the majority of us had ours sorted in a couple of days tops. I hope someone is looking at this that can get something done for you fast.

[RachelO]

Hi @dewaynea,

I've also escalated your ticket so that our team can make sure your ticket is resolved as soon as possible, please keep an eye on your email as they will let you know as soon as this has been fixed.

[jpenny84]

@dewaynea - 

In addition to reply emails, you can use the view my cases portal on their support page to check your ticket status.

https://support.logmeininc.com/lastpass/help/how-do-i-use-the-view-my-cases-portal

[dewaynea]

I have repeatedly checked the case on the page and NO response from customer service in an extended period. No way to escalate. You drop into a black hole with no way to see a status. I wish LastPass would offer a trigger to automatically escalate cases that have no employee activity for x days.

[dewaynea]

@RachelO, thanks for the help! Please ask management to review my case and come up with a way to prevent the black hole again.