Bought premium a week ago, but account still shows Free Tier

[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.

[inazarov]

After upgrading from Free to Premium account, my account shows that I was charged for Premium but account status shows "Inactive". I'm also showing that my account is still "Free".

I tried to open a support ticket per the article to search for solution and then click on Contact Us but there's no Contact Us option. How do I get this resolved?

[RachelO]

Hi @inazarov,

I see that your support ticket from yesterday (March 3) was submitted successfully and hopefully you've received the email your support rep sent to you yesterday as well. Please keep an eye on your email as this is how your support representative will keep you updated once this has been resolved for your account.

[Franky_B]

Hello, i am so frustrated.
I paid for a premium account on February 19th, but since then I've still been shown as a free user.
A ticket has been created. David answered me very quickly, but nothing since then.
That's not really nice. I cannot try to upgrade again, nor can I change or delete my payment function. I also cannot provide an emergency contact because I only see a free account. I can't quit either.
I uploaded a screenshot of the receipt and a screencast on February 19th. I was hoping for a response from support, but nothing happened.
I see that my case is in progress ...
I don't understand why it takes so long.
Frank B. (sry, Google Translated)

[bowensa4]

Frank B. - I recommend you print or export a copy of your data in the meantime. I wouldn’t trust that whatever they do to “fix” your account won’t result in data loss. Given the issues happening since LastPass was taken over, you may not want to put too much faith in what else they are doing behind the curtain.