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Paid for LastPass Premium but still showing as Free user

I have been a free user. Paid fir upgrade based on threat to disable current capabilities; however still showing Free User and again prompting me to upgrade. Logout/login and reinstall doesn’t help. Credit card charged. Submitted email to support address but no confirmation of receipt or commitment when I MIGHT get support as a paid customer.

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Hello,

While we're not able to resolve billing issues on this forum, so that our billing team can resolve this for you please scroll down on this page and click Contact Support to open a ticket with Support:
https://support.logmeininc.com/lastpass/help/how-do-i-upgrade-to-lastpass-premium

All comments

I have no idea how to even get into contact with support since my account isn't being recognized as paid for.

The billing team will need to assist with this issue if you've already tried the steps above. I see that your ticket from today (Oct. 19) has been received by the support team and they will investigate and update you via email as soon as possible with a fix or next steps.

Sorry for any frustration. The billing support team will need to assist with this issue, to create a ticket for the team please scroll down and click 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

@RachelO I am having a similar issue, tried the steps you listed, and no dice. Account reads "Free User", but my payment from last month does show up in the "Payment History" section. I sent an email about this, but other posts aren't giving me a lot of confidence.

So this may be the last straw with LastPass... I have had an active subscription with LastPass since 2014 (@$12). When they changed and basically tripled the price, I swallowed hard and said OK and paid for it, it was good value... barely. Now, last year I noticed that I would go into the site and it would pop up with upgrade messages for my account, but my subscription was active through Apple, but on the site it claimed that I was a free user. I dutifully went to support and explained the situation. The premium features were working but it kept saying I was a free user... didn't bother me much as the functionalities were still there... after a few back and forth emails, of sending copies of my apple store invoices, Kevin (the support Specialist Tier 1) had understood that Although I had a subscription for some reason the app was not showing it, so he apologized for the inconvenience and corrected the situation. Now exactly one year later (after I renewed my subscription at Apple for another $36) I am now a free user, without access to email support (as per the August 23rd 2021 change, so even less value now). And I am here as a free user (but paying for the Premium experience until May 2022, cause you got my money!) and I have to resort to a community help page so that I can get some help on good money that I spent and no support given!

I would apreciate from this forum someone that can tell me how this can be fixed, as I am on my last "allowed" device change for the lastpass app. I am frustrated and clearly, if this doesn't get corrected in the next few hours, I will, unfortunately have to delete the app and go somewhere else for this service, which has been many popping up, namely the Apple one, that is the platform where I usually do my computing....

Last chance... LastPass... solve this, get in touch please.

Incredibly Frustrated with shoddy experience,

Djassi Fonseca

Is there a solution to this problem yet? I am experiencing the EXACT SAME issue as one year ago, when my subscription was automatically renewed (and I vowed never to return to LastPass... but alas forgot to cancel). Same thing again: I have paid, invoice shows in my LastPass account settings but everything still set to Free. And there's no way to contact support anymore... what a horrible, horrible experience. There's really nothing Premium about any of this.

I'll dispute my transaction with my Credit Card company because no product has been delivered despite my paying for it, but I want access to my Premium account as well, because how can I cancel automatic renewal (OR CONTACT SUPPORT?!) otherwise?

[edit] Who set this thread to Solved? As you can see by the many replies coming in... this is FAR from solved. In fact, it's a major issue.

I don't think I've ever been treated as stupidly after paying for a service anywhere else before. Sorry for the rant, but this is incredibly frustrating.

They replied saying that they see that I paid but offered me no solutions. I tried logging out and in several times from both phone and PC. I also tried clearing cache from the advanced menu. Please help with next steps to resolve this problem!

I see that in your support ticket #16059413 sent an email to you a few hours ago with an update, could you try logging out and logging back in to the LastPass app to see if your issue is fixed? If not, I do see that the support team received your reply from a few hours ago as well and they will investigate and send you an email as soon as possible.

Apparently there is no phone support, and I have opened a ticket that has not been resolved in almost a week.

Please help!

Hi @dennis1955,

We do see an active Premium subscription on your account, could you try these steps to see if you then see your Premium status correctly as well?

Click the LastPass icon in your web browser toolbar.
Select Account Options OR < your LastPass email address > at the bottom of the menu.
Go to Advanced > Other Sessions.
Choose "Kill all but current session"
Log out of LastPass then log back in

I have this same problem right now, Sept 20, 2021. Lastpass started asking me to switch my device, which is a feature of the Free version. I've been a paying member since 2016, if not earlier.

I went in to my account and followed the very confusing dialogs to 'Disable Families' and then also had to 'Enable Premium'. But now my credit card info, solid for 6 years, is lost!

Please help, Lastpass tech support. There is no phone number to call, I'm afraid that you will either cut off my service or charge me again. I paid the full year's subscription fee of $36 + tax in March.

I've removed the expired Families trial from your account, could you try logging out and logging back in to LastPass to make sure your Premium status is now showing correctly?

I've paid for LastPass Premium since 2014.

Got message today that Free accts cannot use both computer & mobile device
Logged on to LP (computer)-- acct shows as Premium thru 8-2022
ALSO shows 2 device switches remaining

HUH???

And just as everyone else has said--can't email support because LP thinks my account is free.

All of a sudden I'm not feeling very secure about my info being stored in LastPass ....

What's going on?????

I have the same situation this morning. Loggged a case and now my profile no longer shows as premium. what the heck is going on with this service? very concerning.

I have the same problem - also I can't see where to click the 'support' button.

I was billed $36 in April of this year, now I am getting messages about '1 device switch left' have a pc desktop, 1 iphone and 1 ipad.

LastPass has been "invisible" for 4 plus years - it has always worked. I've already spent well over 2 hours on this issue today!!!!

Hello,

I have renewed my LastPass account to Premium automatically today but I still appear as a 'free user', I have contacted twice support but I still have not received any confirmation. I use last pass every day and I am afraid I am going to lose all my passwords. Customer Support is not responding.

I have paid for premium on May 17th but still showing as a free user.

I have logged a support ticket - 15528821

Can you please respond and get the issue resolved?

I'm a very unhappy customer at the moment, and like others have said, your failure to respond in a timely manner to your paying customers and seemingly lack of ability as a company to sort out a simple issue that so many people are having does not install a lot of confidence in your company being able to look after my data securely!

Sorry for the delay in response from the support team. I've escalated your ticket so that you should hear back from the support team as soon as possible via email.

Hi i payed for LastPass Premium over the Playstore and it didnt updated my Status. Made an Case for it but dont get any one to answer me there 😕

Sorry for the wait from the support team. I've escalated your support case so that you should hear back from them as soon as possible via email with an update or resolution.

I have sent payment twice now for a premium account but when I log in it will not show my upgraded account status. I have emailed LastPass several times with no solution. Any suggestions?

Hi @mischievous

Sorry for the frustration, I have escalated your ticket. Our developers did address this issue last year, but unfortunately it has returned. They are actively working on identifying why the transactions are not being successfully communicated to us.

Image was emailed in on 14/6/21

Please use the My Cases feature on the support site to attach a screenshot of your receipt.

Same problem here, upgraded on 14/6/2021 but still showing as free

Support ticket number

15517992

Having the same problem. My premium subscription automatically renewed via Apple App store, but after 30 days my account degraded do Free. 30 days! LastPass makes sure I won't even be able to apply for a refund?

Created a support ticket with a screenshot of the purchase from the App store. 48h later still no response from the customer care.

Same thing happened last year, so it is a glitch that the dev team must know about, but does nothing about it. Last year it was resolved within hours. Now I'm days without access to my passwords (I'm using multiple devices, limited to only 1 at the moment).

Terrible experience.

Sorry for the delay in response. Please be aware that if you have a currently active support ticket and submit a new support ticket, these new tickets will be automatically closed as duplicates and merged in to your main active ticket so opening new tickets will not necessarily result in a faster response time. I see that your currently active case number is #15478038 and have reached out to your support representative directly to ask them to respond to your ticket with an update or a fix as soon as possible via email.

Issue has been resolved. Thanks

Still no Resolution!
ID/Case Number: 15486033

Issue Resolved, Thank you again!!!

@RachelO is there any reason why my post has been ignored?

I've submitted 2 Support tickets and haven't had any reply from anyone addressing the issue.

I've paid for a service which is not being provided.

Having to resort to support tickets and community forums just to try to get the service activated is beyond unprofessional.

I'll be submitting a new Support Ticket everyday until this is resolved

Thank you very much for your prompt response. I have opened a ticket on the 9th of June, but have not received any responses or updates on that ticket. Having said that, I created another ticket in case if the previous one didn't go through. Please see the screen shots of both the tickets.

So that our billing team can fix this for you please scroll down on this page and click Contact Support to open a ticket with Support:
https://support.logmeininc.com/lastpass/help/how-do-i-upgrade-to-lastpass-premium

I recently purchased LastPass Premium through Google Pay using the same Gmail account (lastpass and google pay), but I still have not gotten premium activated. It's been a week since I upgraded to premium and I see a charge of $35.99 on my Visa through Google pay to LogMeIn as well. I've also created a ticket on LastPass's website, but only got one automated email with the ticket number and since then no other emails or resolutions. With LastPasse's no customer service or support, not sure how I can get this resolved. Any guidance/feedback would be appreciated.

I purchased LastPass Premium 6 days ago but still my account is still showing "Free User"

A support ticket was lodged #15478038

Two days later I received a reply from someone saying "I am following up with you regarding our last interaction to ensure I’ve addressed the issues relating to your open support case. Simply reply to this email if you still need assistance."

There was no previous interaction and my account still shows as "Free User"

I replied to the follow up email to state that I still didn't have Premium access and provided a copy of my Invoice, I still haven't heard from anyone at LastPass or LogMeIn

This is probably the worst customer service I've ever seen.

Please can somebody get in touch with the Billing/Accounts Dept and either provide me with the service I have PAID for or just refund the money so I can move over to Dashlane.

I opened a ticket and attached my receipt from Google play.

LastPass Case: 15484290 - Account and Billing

Order date: Jun 6, 2021

GPA.3351-0469-5834-67878

Hi,

If you purchased a LastPass plan through Google Play or Apple and your account still shows as Free, please do the following:

Open a support ticket on our support site and attach a screenshot of your receipt.

This issue typically happens because the App store purchase information does not make it to our system. Our developers are working on this issue, so in the mean time support is manually enabling the plan change once they have a receipt.

I'm having the exact same issue. And in fact I had the same thing last year.

Since this is something the billing team will need to fix, please create a ticket for the team by scrolling down and clicking Contact Support at the bottom center of this page: https://support.logmeininc.com/lastpass/help/how-do-i-upgrade-to-lastpass-premium

This is something that the billing support team will need to fix, I do see that the team received your ticket (case #15494849) from June 9 and as soon as they have fixed this issue or need additional information they will reach out to you via email as soon as possible.

Same here, bought Premium through Google Play 2021/06/07. Created a support issue. Got one reply from someone that seemed to be a real person the next day. After that I added my proof of purchase. No reply from support after that. Still showing as "Free user"

I too have paid via google play on mobile and have not had my account upgraded to premium, and it seems the only way to get a response as a "free" member is to comment on this thread. Yes I have already submitted a support ticket, 2 days ago infact. The case number is 15491403.

I had the same problem.

An error showed saying that it was unable to activate my new subscription within LastPass, but Google Play/Paypal have taken the funds and it has gone from my bank account.

LastPass still keeps prompting me to renew (again!), and shows that my current subscription ends this month.

I have sent a message to support, but not heard anything back yet.

I renew my subscription with Google play, payment ok, but a Lastpass message Say that command failed !!!!
But payment is done !!!!

I started another Case File #15498648, Thank you!

I've reviewed your ticket submitted yesterday (June 😎 and a support representative should be assigned to your ticket soon, who will investigate and then let you know via email as soon as possible once this has been resolved or with an update.

So that our billing team can resolve this for you please scroll down on this page and click Contact Support at the bottom center to open a ticket: https://support.logmeininc.com/lastpass/help/how-do-i-upgrade-to-lastpass-premium

Please be sure when creating your ticket to attach a screenshot of your email receipt for your recent LastPass purchase as this will be required to verify the upgrade in our system.

Same Problem here!
ID/Case Number: 15486033
After that year wich i paid for so i can log in on my computer, i will change to Keepass...

Im having the same issue I purchased with Google Pay and the card was charged twice and I still am not upgraded?

I do see that LastPass Premium is active on your account (as part of your Families account.) Could you try these steps to see if you can then access Premium features correctly?

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.
In the LastPass app, tap Settings > Actions > Refresh Vault & Clear LastPass Cache. If that doesn't work, try uninstalling the LastPass app and reinstalling.

If you try all of these steps and still are prompted to upgrade to Premium, please create a ticket for the billing team who can get this fixed for you. To do this, please scroll down and click Contact Support at the bottom center of this support article: https://support.logmeininc.com/lastpass/help/get-started-with-lastpass-families-lp070001

When I try to use premium features, lastpass says that I need to get premium. When I click to get premium (which I already have) it shows that I have it. Still the Premium features like security dashboard do not work.

Also finding support for this kind of problems is difficult. Not happy.

So now I have been struck with the issue of being downgraded to a "Free" account even though my card was charged for a renewal on 5/6. Having quickly run out of app switches (Mobile to PC and back) I can now only use it on my PC.

As another user has pointed out, I should have known better than to trust a company that is now owned by private equity vultures looking to strip the company bare by firing support reps. I've filed a support ticket (15458909) but it appears I'll be waiting weeks before this is resolved based on the experiences of others in this thread. Poor customer service!

I see that your support representative has received your incoming message from today, and will work with the billing team to fix this issue for you ASAP. Please keep an eye on your email as this is how they will let you know once this has been fixed or with next steps.

I have quite an issue with lastpass billing. I had premium plan via apple pay for a year when I receiver lastpass notification of plan expiring after which I paid via credit card. I did not realize there is an apple subscription going on, so the plan got paid second time and I asked apple for refund of this. I have been downgraded to free after some time and then I paid again via apple. I had to open a ticket in lastpass after which they upgraded me back to premium, but after few days I’m free again. On top of that, there is nowhere in account settings where I can see my past transactions. Anyone had similar problem? I mean, for me this creates a trust issue with the service 😞

Hi @LP5,

If you're having any issues with your account showing as Free after purchasing Premium, please open a ticket with our support team who can help fix this issue. To do this, please scroll down and click "Contact Support" at the bottom center of this article to create a support request: https://support.logmeininc.com/lastpass/help/how-do-i-upgrade-to-lastpass-premium

Hi @FamiliarPlant21.

Sorry for the delay in response to your case. I've escalated your support ticket so that you should receive a response as soon as possible. Please keep an eye on your email as this is how they will reach out to you with a resolution.

Hi RachelO, I'm having the same issue. I just paid for Premium. But it still shows it as free. I definitely paid as it showed up in the paypal receipts. I have a few devices I use it on for work. And it's just slowing everyone down. Could you please point us in the right direction as I am concerned I won't hear a response from the ticket I sent to Contact Support any time soon. Thanks in advance.

FamiliarPlant21

I have the same issue, paid for premium via google play and my account is still a free version.

I've opened a ticket with LastPass 31MAR and I've got one email back looking for the receipt but nothing since.

Sorry for the delay in response in regards to your support request. I've escalated your support ticket so you should now get a response as soon as possible. Please keep an eye on your email as this is how the support team will let you know when this is resolved or with any further updates.

I have bought LastPass Premium on the google play store but I didn't got it. It stays on my shopping history on my google play account. Money wst taken from my bank account as well. Bu I still have free version.

I tried to contact LogMeIn support. They wrote that I can try to get refund from Google. So I tried that. But then I got the message that Google don't support refund on this kind of purchases. So I tried to contact LogMeIn support one more time but they just ignoring me. bought it at 18 of march 2021. And still I haven't got any help. It's hopeless. I have never meet such a bad support like this. I'm totally disappointed.

Hi @jcharlesmith,

Sorry for any frustration. Please note that the billing system that LastPass uses is fully separate from LastPass itself so this any billing or payment issues are not related to saving/storing data in your LastPass Vault. For more information on LastPass' security and how it works please see here: https://www.lastpass.com/security/what-if-lastpass-gets-hacked

If you have any issue or see an error when trying to purchase LastPass, please scroll down and click "Contact Support" at the bottom center of this page to create a ticket with the billing team who can help fix any issues or errors: https://support.logmeininc.com/lastpass/help/why-do-i-see-a-message-were-sorry-something-went-wrong-when-purchasing-lastpass

Glenn when are these issues going to be resolved? Looking through the discussion topics really concerns me that LogMeIn is not going to be able to keep my information safe if they cannot even figure out how to convert a users account to premium after that user purchases it. I can't even buy the premium or get help doing it from some astonishing reason.

I have been waiting almost two weeks to get this resolved, and this is the second time this happened in 6 months. I"m about done with this dysfunction. Am research alternatives.

Hello same problem for but i am still waiting for a reply of the support (ticket opened on Monday). This is totally not acceptable. I am a Premium member since 2019 and. Ow recognized as a free one whereas my subscription has been renewed by the AppStore in February!

Could I also get help with this? Having the same problem.

same results for me as well.

Thanks @RachelO. Premium now showing. Hope it sticks this time!

Hello @wildmercury,

We've done a refresh on your account, could you try logging out and logging back in to LastPass to see if your Premium is now showing correctly?

The invoice/receipt is even listed in the payment history.

I've been round all the houses and used all the email address I can, but still no response from LogMeIn.

If anyone is monitoring this forum, could they please get in comms?

If you open a ticket through the support site they will take correct this for you.

Dears,

According to the reminder , I already payed 36 $ via google account on 19 Feb 2021 in order to upgrade my account ( ) to the premium one but unfortunately still free account till now ,

Any idea how can i fix this issue .

forgot to mention to add insult to injury i have created tickets, sent screen shots of proof that you have taken money from my account but no one is responding or should i say everyone appears to be avoiding this issue apart from one agent that says there is no credit on the account which is a total lie as i have provided documented evidence that says different.

My credit card Account and Lasspass user interface both says that i have been charged recently for membership but my account status says its in free mode! I could pay again to upgrade to premium for an additional cost but i am not willing to do this as you have already been paid for my membership on 27/02/21 and yes i am logging in with the correct email address.

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.

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)

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.

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?

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

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.

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.

@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

Sorry about not hearing back about your support ticket yet. I've escalated your ticket so that our support team managers 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.

You can check your case status on the LastPass support page.

https://support.logmeininc.com/lastpass/help/how-do-i-use-the-view-my-cases-portal

Hello,

i bought LastPass Premium because of the upcoming changes popup on the 20th, but it still shows Free on my Account.

I even opened a Ticket on the 21st with case number 14892171, but nothing happened.

Is this a scam?

I do see your support request is active and the billing team is working to resolve this issue with your account currently, and they will send you an email as soon as this has been fixed. If you have any other questions please feel free to reply to any of the emails sent to you related to your support case and that will be sent to your support representative so that they can respond.

Same here. I guess I will contact my credit card company and dispute the charge. I mean how hard can it be to show immediate upgrades.

AND you can't get ahold of any of these clowns

I too have this issue and I too opened a support case that is not showing up under "My Cases".

I just paid to upgrade and the charge was successful, however my account still shows "Free User" instead of Premium User. Logging out and back in does nothing to fix the issue.

Please help, thank you.

*UPDATE 3/3/2021*
LastPass Premium is now showing on my account. Thank you.

I had an email yesterday that told me my issue was now resolved, which it was. I'm grateful for support clearing things up for me but it is concerning that this was an issue in the first place. Nothing to do directly with Lastpass itself but seems like an 'Ecommerce' failing.

Glenn,

Thank you for putting my mind at ease. I'll wait for the fix. In the meantime, I'm only slightly inconvenienced. LastPass is still working 100 percent and that is great.

Thanks

Sorry for any frustration. This particular issue while incredibly annoying is on a much smaller scale than you are imagining. Unfortunately, it does take a little time and a human to correct the issue.

Same problem here. When will this get fixed? I tried to submit a case, but it didn't work. I also tweeted to lastpass support. Please help us. You coerced us into an upgrade, which is ok, because I really like your service. However, not having the upgrade perks is unacceptable since I paid for it.

Exact same thing happened to me. I have the receipt on my computer as a pdf for proof that I paid. It's been over 5 days and my account is still showing free. Have put in two support tickets, and got a reply saying "Received" but no other contact.

This leads me to believe that LogMeIn (parent company) is in over their heads. They bought the company but didn't update the software. Maybe they let go the senior software engineer that knew all the code and could have fixed this problem in a day. That's is what typically happens in similar situations. I know because I was a software engineer for over 30 years and it happened several times in companies I was in. It's not uncommon. Sometimes a company recovers, and sometimes they don't. Recovery can be very very painful, with Customer Service taking the brunt of the complaints, getting cussed out with foul language, and management having the worst headache of their careers. It's not a pretty picture. Let's hope this is NOT the case with LogMeIn, but to me, it certainly appears to be the case.

Make no mistake this is a software issue. The software is not doing what they need it to do. They probably (they should) have software teams working 24x7 to get this fixed. A large number of people are being affected, and a revenue stream has been disrupted. It's literally one of the worst things that can happen to a software company. Let's all pray that they get the problem(s) solved quickly.

+1 to this after just going premium. I see the stuff about raising a ticket etc. which I have. Avoided premium after massive price hike a few years ago. There are free alternatives and paying this year is my way of buying time to look into what to do and be in a better position to jump ship when renewal time comes. Already thinking paying was a bad idea. How hard is it to get this first step right? I was expecting to come here and see it was a common issue and something along the lines of "Do x,y,z" to sort it. **bleep** I'll be typing in all caps next........

Send E-mail to: removed by GlennD

Check status of your case at: support.logmeininc.com/lastpass

Log in and click "My Cases" on the top menu bar.

My experience: Sent an E-mail two days in a row and posted messages here. This board just reassured that tech support will work on it. I received no E-mail responses to my submissions. You just have to wonder if someone has seen it and when they may do something with it. My status did suddenly switch to Premium 48 hours later. Still no message of any kind to either tell me they fixed it or to ask if I had any other concerns before closing the ticket.

Opinion: Much like what they did with GoToMyPC, the individual customer does not appear to be their focus and I won't be surprised if they explode the cost of LastPass also in order to focus on just the commercial sector like they did with their GoTo products. Disappointing since I really like this software solution. When I first started using it 6 years ago it was $12 for a full year. My fingers are crossed that they don't force out non-commercial customers by skyrocketing the cost or further eliminating functionality like they just did for what device they'll let you connect with.

Having the same issue. Looks like I have to open up a case with support.

I see your case in our support queue, it should be assigned soon and an agent will in contact. You can check the status of your support case by going to the support site and clicking on My Cases at the top.

Hello @userben,

So that I can look at the status of your support case and see if there's anything we can do to help get this resolved, could you send me a private message with your case number? 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.

Exact same issue, and playing pingpong since a number of days with the technical support to get it sorted!

Hi,

I'm a paid Premium user.

Can't use Security Dashboard beacuse it is asking me to upgrade to premium. Tryed two different browser, cleaned all browsing data on one to check if it will help. No luck.

Best Regards,

Hello,

While we're not able to resolve billing issues on this forum, so that our billing team can resolve this for you please scroll down on this page and click Contact Support to open a ticket with Support:
https://support.logmeininc.com/lastpass/help/how-do-i-upgrade-to-lastpass-premium

My premium status is paid through Apple subscriptions until February 2021. However, I am now listed as a "free" member in LastPass and have lost functionality as a result. I don't want to pay another annual premium fee because it's not due yet. I didn't see anything in the community threads on this.

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