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Kinetiq
New Contributor

Renew after credit card update

Our subscription renewal declined due to an old credit card expiry date. We have logged in an updated the credit card, but there was no instructions as to what happens after that. Will the 'system' automatically try again to renew, or do we have to purchase another subscription?

3 REPLIES 3
AshC
LastPass Contributor

Re: Renew after credit card update

@Kinetiq  It can sometimes take up to 24 hours to process a new plan.  Please contact Customer Support directly if you have any difficulty thereafter:  https://support.logmeininc.com/central/help/how-do-i-contact-support 

 


Ash is a member of the GoTo Community Care Team.

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Kinetiq
New Contributor

Re: Renew after credit card update

Thank you for your answer, however I don't think you understood my question.

We are not looking for a new plan.
We want to know if our current plan will automatically renew after changing credit card details. The original renewal attempt declined due to an old credit card expiry date. So I logged in and updated the credit card on our account. But it does not seem to have renewed. And this was over a week ago.

When I go to 'Subscriptions' on our account, it shows:
Start Date: 5th March 2019
Expires: 4th March 2022

But when I go to "My Networks" in the account portal, it shows:
"Standard - 19/32 Clients"

When I click on "Standard - 19/32 Clients", it only gives me an option to purchase a subscription. I don;t want to purchase a subscription - I want to renew the existing one.

It's very confusing.

AshC
LastPass Contributor

Re: Renew after credit card update

I apologize for the confusion.  

 

You should have these options available when you log into the website:  

  1. On the My Networks page, click Edit next to the network you want to work with.
  2. From the Edit Network pageSelect the Subscription tab.
  3. Select a subscription type that you want to use or purchase.
  4. Switch to the selected subscription:
    • Click Change subscription if you have already purchased the selected subscription
    • Click Buy subscription to purchase a new subscription and follow all instructions

 


Ash is a member of the GoTo Community Care Team.

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