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Renewed premium service charged yet premium status is 'Inactive'

Harris Mouton

Good Afternoon,

My account is a paid Premium renewal but now appears as "Free". Because of this, I can't switch between mobile and PC nor do I have access to personalized support, to report this issue.

I have the email notifying the yearly charge for the automatic premium subscription, applied September 24. This has been a major disruption for me as all of my passwords are strong, and I have to reference my phone to sign into anything.

Please advice me on what I can do to report and remediate this issue.

Thanks in advance

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Accepted answers

Harris Mouton

You may need to reach out to the mods directly. In this thread it's @RachelO . My issue was resolved once billing verified my account was charged. I had a ticket and this thread; it seems to work.

All comments

glenn.dobson

Hi@"Miragetetra"

I reviewed your account in our system and it shows that your Premium plan expired 2 days ago. I also see that you created a support ticket, if you have a receipt for the renew please upload a copy to your support ticket using the My Cases feature of the support site.

Xiaolu Luo

I have same problems. I submitted payment history information from lastpass and my credit card transitions to you guys 2 days ago. However, I haven't received any respond yet. my case number is 16063189.

rachael.orovets

Hi@"MeI2120",

The support team will need to assist to make sure your Premium status is showing correctly, I see that they have received your incoming message and will respond to you as soon as possible via email once this has been fixed for your account.

Xiaolu Luo

Another day has gone and nobody responded. Are there anyone working?

Xiaolu Luo

Is there anybody here? Thanks

Harris Mouton

You may need to reach out to the mods directly. In this thread it's @RachelO . My issue was resolved once billing verified my account was charged. I had a ticket and this thread; it seems to work.