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Premium account showing as free

Lucasizq

Hey guys, I had purchased myself a LastPass membership for a year, and today, when I got to log in it, says I am a free user. You can see in the screenshots below that the membership was only used for 7 months. Just looking for advice on how I can get the time I deserved back.

Thank you!

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rnrlonuk79

Hello @GlennD , could you please let me know how do I get a refund?

There is constantly throwing me to free user and leave without any support. Its like harassment, using this LastPass and paying for the product / services you will never get

GlennD

Hi,

Thank you to all of you that submitted a Billing Case through the Contact Support option and bringing this issue to our attention. Our team is working on this issue currently and having the Billing Cases helps us know which accounts are affected. I hope to have a status update tomorrow.

Lucasizq

Honestly, I'm not sure. If I don't hear from a rep EOW I will probably charge back with my bank and go file stuff with consumer reports and BBB. If it doesn't get resolved I'll also probably switch to another PW manager.

nrivera

I have the same problem. When I login on the app on the phone, the browser plugin shows as a free-user. The worse part is that passwords changed/added/updated while in free-mode are not updated.

Not sure what's going on yet -- don't find this very attractive.

rnrlonuk79

no wonder how i missed this, see on the UK Trustpilot, 72% of respondents are saying bad

https://uk.trustpilot.com/review/www.lastpass.com.

I wonder will last pass be any serious about this

rnrlonuk79

The same is happening to me every 2-3 months, are there any last pass employees that know how to get refund for the service you can never use what they promised to be

rnrlonuk79

Thanks but their support are appalling it takes 2-3 days before they can even respond, leave alone resolve the issue. Once you are pushed to free that means you can use LastPass only on one device either mobile or desktop.

What is interesting even for free service for some other similar applications their support is very prompt.

jpenny84

I think their system still lets free users file billing support tickets. Have you tried contacting them that way?

https://support.logmeininc.com/lastpass/help/how-do-i-contact-customer-support-for-lastpass-lp010121

rnrlonuk79

You are not alone, the same thing has been happening to me constantly. Should we do something collectively as last pass doesn't seem to be care

rnrlonuk79

Did you get any response? The same is happening to me again and again but literally no support from LastPass. it is clear they only care about gettingting money from users and don't even care if the billing system working properly or there is support

Wil2

Have been a long term premium user and paid via auto credit only 3 weeks ago, yet my account status has been changed to a free user.

This has been the 2nd time it has happened and is annoying that as a premium user I should be able to call support but no lets lock that to only premium users. Does anyone else not see the irony of this stupid paywall?

I should have to wait a week for a response to a product I have paid. Why is support locked behind a paywall.

sajious

i have same problem can you please tell me what to do?

plan200

Same here - My premium account is paid thru to mid MAR-2022.

Just noticed that my "premium" account is now back to "Free".

This is the second time this has happened (last year).

Now with a "free" account - NO WAY to contact anyone to fix this.

Last time - this was my ONLY way - to reach out to someone to fix.

I have been a paid user for over 10 years - fix your billing systems!

I have also submitted a "Billing Case" - and attached my billing history showing a paid premium payment from MAR-2021

JDoyland

Hi, this has still not been resolved for me.

RachelO

Hi @JDoyland,

I wanted to check to see if this issue has been resolved for you yet. If not, so that we can investigate and so that you don't post any private account information publicly, could you send me a private message with your LastPass account email address? 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.

GlennD

Hi @JDoyland

Sorry about that! We will look into this now.

JDoyland

LastPass Desktop app through Firefox says that I am a Free user but I am a Premium user. LastPass on my mobile phone says premium. It's been months like this. Have logged off and on repeatedly.

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