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Can't renew LastPass Premium subscription, "Problem with the payment" error

Hi there,

I have sent already 2 messages to support, one is if I'm correct 5 days ago, the other one on Monday. <passive aggressive>It's Wednesday today</passive aggressive>.

First I got a message that there was a "problem with the payment", which was impossible as the card that is attached to Lastpass is also being used for a lot of other services. Anyway, I changed the card, just to be sure. Then I got two more mails after a few days that there was again a "problem with the payment".

So now my premium subscription, which I've been enjoying for years, was downgraded, then it was on trial. And every time I try to upgrade I get the message that it isn't possible with this account?

My inner Karen is screaming and yelling... can't....keep...her...silent...for...much...longer....

Please help... she's becoming uncontrollable.

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Accepted answers

GlennD

@FVT81 Thanks for your patience. It appears that the renewal did not go through due to an extra security step required by your CC company that would require you to be 'present' during the renewal. I have asked support to email you a renewal quote that will let you give the required permission.

All comments

AFleischmann

After using LP for 6 years I am havin the same issue right now, for 5 days no solution now. My 17 team members can not make use of LP and MFA is disabled.

This company has become a nightmare after having taken over. It is absolutely unbelievable that this company has no sales team that could resolve the issue.

RachelO

Hi @tatkinson,

So that the billing team can help make sure you can renew without any further issues, please create a request for the team by scrolling down and clicking Contact Support at the bottom center of this article, entering your account info, then clicking "Submit a billing case" at the bottom of the popup that shows: http://link.lastpass.com/community

tatkinson

@GlennD Hi - I am having a similar problem on my account. The credit card information is valid, yet I am receiving an email that says "There was a problem with your payment". When I log into the admin console, a banner at top says, "Your license has expired" and there is a link to Renew.

I checked three times that my credit card information is accurate (and is currently active and valid with other vendors), and I'm terrified that LastPass will turn off our services for non-payment.

Can someone help??

GlennD

Hi @BernardR

I did not see a support ticket for your issue, please scroll down on this page and click Contact Support to open a ticket with Support http://link.lastpass.com/community

BernardR

Dear GlennD,

I have the same problem. My creditcard information is up-to-date, but the payment cannot be done. I called AMEX and they told me the problem is at the side of LastPass. Could someone please help me? I'm a LastPass member for many years and now I'm downgraded to Trial Member....

Please help.

Amerifax

Sorry I guess. I have been trying to resolve this issue for over a week. But right you are. I will settle in.

Bob

FVT81

Hi Glenn,

Thank you very very much for your super quick help!

Will wait for support.

Thanks again!

GlennD

Hi @FVT81

I am a Manager here (please do not start throwing things), we have some other managers reviewing your account currently so we can identify what the issue is. Please have a seat and a cup of tea while we get this sorted for you.