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I purchased LastPass and now my vault is empty?

GlennD

Hi,

I have seen some reports from LastPass customers that their vault is blank after upgrading from Free to Premium/Families. If you have LastPass free your vault data will continue to sync across your devices, even those that not part of the device type that is currently your default. In some cases after upgrading from Free to Premium or Families the vault remains blank at first, while this should correct itself when it syncs again there are things you can do to correct this immediately.

If you are having this issue we would like to gather some details from you before you try any of the steps below to correct this issue. Please comment on this thread and let us know:

Where were you logged in at the time of the purchase? (extension? mobile? web?)
Where are purchasing; online, iTunes or Google Play Store?
Are they doing re-login after purchase on the secondary device?
Do you see the "restricted banner/popup" on the secondary device after the purchase?
Could you wait 5 minutes to see if the issue resolves itself?

To correct this issue:

Wait 5 minutes for all devices to sync and catch up with the plan change
Force a manual sync of the vault
Clear the local cache for your vault
Kill all sessions for your account

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RachelO

Hi @alexcarry,

Please be aware that LastPass cannot access or provide you any of your Vault data, as LastPass never has access to this information. I see that case number 14982980 was closed on May 13, 2021 as the support team did not receive a response to the email they sent requesting more information from you. Please create a new request with the support team by scrolling down and clicking Contact Support at the bottom center of this page to see if there's any way to retrieve lost Vault data: https://support.logmeininc.com/lastpass/help/i-just-upgraded-to-lastpass-premium-and-my-vault-is-blank-what-should-i-do

alexcarry

I updated from the Free Plan that I utilized from the LastPass application on my iPhone to the Family Plan. Subsequent to paying for the Family Plan, I signed in on my Mac. Nothing was in my vault. I reached the help group and was advised I expected to erase the application on my telephone, restart the telephone and download the application once more. I did that and presently ALL MY INFO (VAULT) IS GONE. I signed onto the Mac again - seeking divine intervention that my VAULT Info. would be there and there was NO INFORMATION. I have connected SEVERAL TIMES mentioning help, I even mentioned that my Vault Information be messaged to me and I would enter the data myself. Nobody has reached me. This has been 7 days now. Without a doubt - I am troubled. I feel like Last Pass took my cash and I am not getting any help let along admittance to my own data on 2 gadgets - which is the thing that I plaid for. I have requested that multiple times if it's not too much trouble, react, to kindly assist with this and I have gotten NO reaction back. I read what is posted "Locally". I have attempted those ideas along what was requested from me when I originally sent in my ticket for help. Nothing has worked. I was told by the tech that was taking care of my ticket that I ought not stress over losing my data in case it's followed erasing the portable application in light of the fact that my data (vault) is put away on your workers. I'm mentioning that MY data be messaged to me right away. I have gone 7 days without approaching significant data. This is my case number 14982980.

RachelO

Hi @hh5050,

Could you try the steps outlined at the top of this post to see if it resolves the issue of your Vault showing as empty after purchasing Premium?

MK4

someone said to delete the app on your phone and then re-install it. I just did that and it worked. Hopefully, that helps.

MK4

I just did the same and that worked.

hh5050

I had exactly the same problem yesterday.

GlennD

@mgatkin Thank you for reporting back.

mgatkin

Thanks for your response. The issue seemed to have resolved itself. I don't know if a vault refresh or a clearing or updating of the LastPass cache happened automatically or what, but, at some point over the weekend, I noticed it was just working. This issue can be closed. Thanks.

RachelO

Hello, could you try these steps which should fix this issue? In the app, tap Settings > Actions > Refresh Vault & Clear LastPass Cache. Log out and log back in. If that doesn't work, try uninstalling the app, restarting your device, then reinstalling.

mgatkin

I've been using Lastpass Free edition for years on both my iPhone and my laptop. I finally decided to upgrade to Premium. I purchased the subscription from my iPhone, but when I logged in, I was prompted to create my first password. I've already submitted a ticket to customer support. I just thought I'd post my issue here in case I'm just doing something wrong and someone has seen this and knows how to fix it. I can still see my passwords on my laptop, but I'm afraid to log out in case they go away there, too. I've already exported my vault to a CSV file and attempted to export it to an encrypted Lastpass Vault (or whatever it was called). Anyone have any suggestions?

RachelO

Hi @StephanusAW,

Please also be sure to respond to any emails in regards to your support case case to re-open the support ticket so that the team can assist further, as they will be able to investigate and assist further. I do see that you had also submitted a new support ticket today and this should be merged with your other support ticket for this issue as well and the support team will reach out to you via email as soon as possible with next steps or if they need any additional information.

StephanusAW

Hi Rachel,

That is exactly my problem.

The reason there is no subscription associated with stephann@ is because of something DONE ON YOUR SIDE!

Please also check under manage@******** (full e-mail under the support call as I am not going to post detail of my login on forums) as that is the e-mail under which it was originally before I changed the e-mail address to stephann@***** that I successfully signed into my family account with for weeks, created new folders and shared some with family members. The change happened after your premium change came into effect.

I run an IT company and have been using LastPass for years = please let's stop this running around with non-helpful general responses as if I am confused and asking stupid questions

We can go the whole legal route with proof of payments + the evidence from my family member showing who shared the family folders and passwords with them, plus the proof of damages to business activities which are some of my lost passwords, but I honestly do not have the time, money or patience for it.

Would it be okay for someone really technical to phone me?

PChernick

That did it. I wouldn't have been confident enough to clear caches without your guidance.

PChernick

Thanks. That did it

RachelO

Hello @PChernick,

Could you try these steps to see if that fixes this issue? In the app, tap Settings > Actions > Refresh Vault & Clear LastPass Cache. Log out and log back in. If that doesn't work, try uninstalling the app, restarting your device, then reinstalling.

On the desktop, please try these steps:

Click the LastPass icon in your web browser toolbar.

Go to Account Options or click your email at the bottom of this menu > Advanced > Refresh Sites then Clear Local Cache.

Log out and log back in to your LastPass account. If that doesn't work, uninstall the LastPass extension and reinstall from here: https://lastpass.com/download/

PChernick

I upgraded to Premium on my iphone, at the Apple store. The vault is empty on my phone. It is not linking to the desktop vault, and on the desktop I'm still listed as a free user.I tried logging in again on both devices. Still no syncing

RachelO

Hi @StephanusAW,

I reviewed your recent support case and see that there isn't a Families subscription associated with the email account provided in your support case. Were you able to have a different member of your Families account see what email address of yours is associated with the Families subscription? If you do need additional assistance or the support team didn't answer your question, please also be sure to respond to any emails in regards to this case to re-open the support ticket so that the team can assist further as well.

StephanusAW

I've been happily using LastPass for families.

At some point, I changed the e-mail I used to create and pay for the family account to one to be the same as my personal e-mail

No issues for a while ...

Then one day my account changed to a Free User account with some really old password in it but nothing of the newer ones or those in shared folders

When I check with my family they still have access to the folders I shared with each and the passwords in them, but I cannot see.

Multiple e-mails to support gave no answer

Slightly desperate as there are a few passwords on my account that is hard to recover in any other way.

Please help?

RachelO

Hello, could you try these steps which should fix this issue?

In the app, tap Settings > Actions > Refresh Vault & Clear LastPass Cache. Log out and log back in. If that doesn't work, try uninstalling the app, restarting your device, then reinstalling.

ghargreaves

I've been a long time Lastpass user. My Vault was stuffed.

Recent pricing changes forced me to upgrade from $1/mo to $3. I upgraded using the mobile app and now my vault is empty.

However - when I use my PC, my vault in the browser is fine.

How do I get my vault back on Mobile?

Darryl2

OK. So I uninstalled the lastpass app on ios then restarted my iphone and reinstalled the app. All passwords now showing up.

Phew.

Hope this might help someone else with similar problem.

Darryl2

So I just went Premium through my ios app and logged in as normal only to find that there are no passwords in my vault. I checked my pc and was relieved to see they are still there. It is definitely the same account as my PC made me log in again with master password and it was showing that the account is now Premium. Tried logging in and out on my iphone to still find empty vault. |Anyone know what is happening?

aliainatx

I am having the same issue.

In addition the online version of Last Pass shows some gibberish and not english

RachelO

Hi @Pinkroses40,

Sorry for any frustration. Please be aware that LastPass Customer Care has no way to access your Vault data or send you a copy of your Vault data under any circumstance. So that we can investigate further, could you send me a Private Message with your LastPass account email? To send me a private message, please click my username to view my profile, then click the blue "Send a Message" button in the upper right.

Pinkroses40

I upgraded from the Free Plan that I used from the LastPass app on my iPhone to the Family Plan. After paying for the Family Plan, I logged in on my Mac. Nothing was in my vault. I contacted the support team and was told I needed to delete the app on my phone, restart the phone and download the app again. I did that and now ALL MY INFO (VAULT) IS GONE. I logged onto the Mac again - hoping and praying my VAULT Info. would be there and there was NO INFORMATION. I have reached out SEVERAL TIMES requesting help, I even requested that my Vault Information be emailed to me and I would input the information myself. NO ONE has contacted me. This has been 7 days now. To say the least - I am not happy. I feel as though Last Pass took my money and I am not receiving any support let along access to my own information on 2 devices - which is what I plaid for. I have asked several times to please respond, to please help with this and I have received NO response back. I read what is posted in the "Community". I have tried those suggestions along what was asked of me when I first sent in my ticket for help. Nothing has worked. I was told by the tech that was handling my ticket that I should not worry about losing my information if it's gone after deleting the mobile app because my information (vault) is stored on your servers. I am requesting that MY information be emailed to me immediately. I have gone 7 days without having access to important information. This is my case number 14982980.

RachelO

Hello, could you try these steps to see if that fixes this issue? In the app, tap Settings > Actions > Refresh Vault & Clear LastPass Cache. Log out and log back in. If that doesn't work, try uninstalling the app, restarting your device, then reinstalling.

conyr

Hello
i bought the LastPass premium subscription via the AppStore to have my passwords on all my devices. When I go to my phone I have no password now and it tells me I am a free user. Yet I was debited by Apple. How do I do it?

Thanks

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