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"We're sorry, something went wrong" when trying to purchase LastPass premium

ricksmythking

My free trial period has ended and I attempted to pay the first years subscription but when I clicked "Confirm Payment" I got "something went wrong". I have tried several times over two days.

If this isn't the correct place to report this problem, let me know, but I couldn't find anywhere else.

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Accepted answers

dan.demichele

You can open a ticket through here: https://support.lastpass.com/help/how-do-i-contact-customer-support-for-lastpass-lp010121

After selecting the 'Contact' option at the bottom, then enter your email and choose 'Billing' as the reason. It may be important to state where you originally subscribed through, if it was not lastpass.com, such as Apple or Google app stores.

All comments

dan.demichele

You can open a ticket through here: https://support.lastpass.com/help/how-do-i-contact-customer-support-for-lastpass-lp010121

After selecting the 'Contact' option at the bottom, then enter your email and choose 'Billing' as the reason. It may be important to state where you originally subscribed through, if it was not lastpass.com, such as Apple or Google app stores.

rachael.orovets

Hello,

While we're not able to resolve billing issues on this forum, so that our billing team can resolve this for youplease scroll down on this page and click Contact Support to open a ticket with Support: https://support.logmeininc.com/lastpass/help/how-do-i-contact-customer-support-for-lastpass-lp010121

devaprakash.giretheren

Hi thereI've sent three days ago mail () to support as well, but I didn't get a reply 😞=============I would like to upgrade my account to the PremiumPlan but I'm unable to do so. I tried two different credit cards, both gave me thesame error message. I'm using the Latest Safari Version on Mac, Screenshot attached.Thank you for your supportKind regards, dev

rachael.orovets

Hi@"gdev",

I see that your support ticket has been received by the support team and has been assigned to a support representative, who will be reaching out to you soon with the next steps to take or a resolution. Please keep an eye on your email as this is how the support team will reach out to you as soon as possible.

alexey.sidorenko

I have the same problem

devaprakash.giretheren

Do you have any updates ? I'm still not able to purchase 😞

rachael.orovets

Hi @gdev,

Sorry for the wait. Please note that all updates will be sent to you via email, and our support team will reach out to you as soon as possible with an update or resolution. Please keep an eye on your email inbox as well as junk/spam/all mail folders as well just in case their reply goes there instead of to your inbox.

alexey.sidorenko

My case is not solved. I can't pay for the upgrade still.

Great guys from LogMeIn just have closed the ticket.

Nice work

alexey.sidorenko

I do have responded on these emails Mar 23 and Mar 25

alexey.sidorenko

Resent my reply to the support team. Thanks for your help

devaprakash.giretheren

Hi there,

I checked my inbox and my spam folder. I did not get any e-mails on these days. Can you please check and let me know? Perhaps, you can resend it again

rachael.orovets

Hi @avsid,

I see that our support team sent you an email on March 22 with next steps to try to complete the purchase, but didn't receive a response from you which is why the case automatically closed. If you tried their suggested steps but this didn't work, please respond to any of the emails sent to you in regards to this case to reopen the ticket and let our team know the additional step they suggested did not work.

rachael.orovets

Hi@"gdev",

Apologies as my above response was to user@"avsid". I have escalated your case to get a resolution as soon as possible.

@avsid, I do not see any incoming messages in regards to your support case (#15041122) after March 20. To be sure our team received these emails, could you please reply to any of the emails sent to you in regards to this case number to let our support team know the suggested steps didn't work so that your case can be re-opened?

congthundergodphan

Hi everyone. So I try to buy a premium LastPass but every time I fill in all the information in this link:https://www.lastpass.com/buy/premiumIt always returns the page error, I don't know I got that error because the information of the credit card is correct. So can anyone tell me why I have this error?

Thank you

rachael.orovets

Thanks for the info.We have noticed, for some users, you may need to add your middle name (or middle initial) when on the upgrade page in order for the transaction to complete successfully, we would recommend trying that as well just to see if you can then complete the upgrade successfully.

If that doesn't work, please let me know so I can ask our team for the next steps.

mcoder

how is it possible for a system crucial to your business to perform so badly. I am trying to pay for upgrades to business because I have basically the service blocked after the 3 switches. I have tried both yesterday and today to make a transaction with my visa card with 3D authentication, and I cannot because of your problem. Today the whole world uses paypal for transactions, an immediate and fast system, but you don't! I have already opened the ticket to support hoping that they will answer me within the day. Honestly you are making me pass the desire to upgrade my profile ... believe me !!

rachael.orovets

Hello @conghuyphan,

What is the exact error message you see when trying to purchase LastPass premium?

congthundergodphan

Hi @RachelO

When I try to buy the premium, this screen I always see. Do you have any ideal for this?

Thank you

congthundergodphan

Hi@"RachelO"

I have already filled in the middle name but it still returns the same error

Please have me for this issue

Thank you

rachael.orovets

Hi @conghuyphan,

If you're still seeing that error, please create a ticket for the billing team who can further assist. To do this, scroll down and click Contact Support at the bottom center of this page:https://support.logmeininc.com/lastpass/help/why-do-i-see-a-message-were-sorry-something-went-wrong-when-purchasing-lastpass