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Unable To Renew LastPass Premium - Payment Error - Three Days Left!

sekaonk

Can anyone help me, please?

I am trying to renew my premium subscription but, after refreshing the screen and trying several times, the payment process will not complete. The message that I get is this -

We're sorry, something went wrong We’re unable to process your purchase at this time. Please refresh the page and try again. If the problem persists, use our support site to resolve the issue.

Having tried so many times, one credit card company's fraud team briefly locked my card.

A £1 holding charge appears on the credit card's app statement but that is as far as it goes.

The option to renew does not appear to be available on my Android phone. The app is the latest version

I now have three days to go before the subscription expires and I have received a 'Final Reminder' email from LastPass. This goes against what I was told on the phone by a LastPass operator who told me that I could not renew the subscription until the final day.

After all that, I logged support requests (3 days and 1 day ago) on the company portal but I have had no response.

I hope that the portal response isn't always this slow. As the first time that I have need to use the system.

Many thanks!

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Accepted answers

sekaonk

The answer was not via the credit card companies and persuading them to allow the payment without 2FA but with the premium account expiring today, the Google Play in-app purchase suddenly became available. The subscription is now renewed.

All that I need to do is remember this process for next year and not waste time trying to pay directly via a web browser.

NOTE FOR ANY LASTPASS DEVELOPERS - If at all possible, can you provide a way of renewing via Google Play before the gate drops?

All comments

sekaonk

I have finally had a response from the LastPass helpdesk but all it said was that the card company had refused the purchase.

I have now tried three separate cards and each one has the same problem.

I wonder - Is this issue being caused by the card companies' 2FA processes?

Being an irregular purchase, credit cards tend to stick in a 2nd step verification process to make sure that the purchase is kosher and not fraudulent. The LastPass system does not seem to allow for that and, I think, is causing the purchase to fail.

If I cannot complete a purchase, I shall have to consider leaving LastPass and using a competitor's product. I REALLY do not want to do this. LastPass came highly recommended to me by an IT tech business owner (ex-military) whose opinion I value greatly.

gtownsmiths

I am a premium member whose subscription needed renewing this week. I have had so much trouble, that I just deleted it. Three years worth of passwords and notes. Thanks Last Pass for losing a customer - I am disturbed by their lack of care. Nobody helped me at all in the last three days.

Not being able to renew your subscription is a HUGE red flag.

gtownsmiths

Also, please do a search for Last Pass 2023 March-

They have really messed up and people are leaving in droves. It’s sad that it’s fallen this much especially after all the tech magazines, and people we trust ljne your friend recommended them. They were highly reputable. I believe this is less about Last Pass but more of a lesson in not using these types of password storage web based or apps. Going back to my little old lady pen and paper for my passwords. These breaches are incredibly damaging. The hacker isn’t just able to get into one account, but has a nice long list of accounts handed to them on a silver platter by compromising one app.

sekaonk

@Vbsmith901 - Thanks very much for that feedback on your experiences AND on that earlier breach.

The renewal process online is a risk waste of time and the helpdesk system is clunky to say the least.

It's the first time that I've had to request help. The only thing that redeemed the situation was a callback with the right techie.

The fact that it took a week to arrange and was only done so through my persistence, is pretty poor. Like you, I was on the verge of chucking it in and had already download a csv with all of my passwords/notes etc.

All of the above is a cautionary tale but going back to a little, black book will be a right pain in the proverbial.

Looking for alternatives whilst trying to solve the problem, BitWarden was a favourite as it runs on every kind of platform.

Thanks again for your input AND for being the the first to reply to a call for help on the forum. I thought that LastPass would keep an eye on posts and reply to an urgent call for help. No such luck.

One thing's for sure, your notebook will be secure!

sekaonk

The answer was not via the credit card companies and persuading them to allow the payment without 2FA but with the premium account expiring today, the Google Play in-app purchase suddenly became available. The subscription is now renewed.

All that I need to do is remember this process for next year and not waste time trying to pay directly via a web browser.

NOTE FOR ANY LASTPASS DEVELOPERS - If at all possible, can you provide a way of renewing via Google Play before the gate drops?

gtownsmiths

Glad to be of some help. This place is clearly a ghost town. All these “cries in the wilderness” and not one response from anybody at Last Pass. I deleted my account. Unlike you, I didn’t have the foresight to index or export my passwords. Back to the drawing board for me!