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Last Pass Renewal - You cannot purchase this product with your account

j.hellstrom

Hi,

I have the Last Pass Families Option. unfortunately my CC expiered. I was able to update the billing info to my new card BUT when i Press renew on my Manage Family i got following error message:

You cannot purchase this product with your account

We're sorry, the product you are attempting to purchase is not compatible with your LastPass account. Please logout and use a different account, or contact support for help.

What to do??

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Accepted answers

LastPass Support

I apologize for the billing update difficulty.

For anyone impacted by the conflict between purchasing through a mobile app store and the LastPass website, please follow these instructions carefully to receive specialized billing support from our team.

If your plan is currently expired, follow the directions for "I have a Free plan" in the Customer Support contact flow.

All comments

glenn.dobson

Hi@"Yell",

I apologize for the frustration, we are actively investigating why some accounts experience this issue. It appears that while the billing system is trying to automatically renew a plan it blocks manual purchases on the account.

If you update your billing information so your account has the correct CC etc and then wait, the auto renew process should try again and this time be successful.

I hope to have an update for you tomorrow.

(solution updated Dec 7th GlennD)

ash.canon

@Yell In some cases your account will remain active and attempt to repurchase after the billing information is updated. If your plan expires and the purchase attempt still fails, let us know so we can take a look at the account status itself (and manually cancel it if needed).

Justin Mosca

I am having the same issue. Who do I contact to get it resolved? I'm supposed to have email support as a Family Plan member, but since my family account is now inactive and I can't renew, it's not available to me. Any help would be greatly appreciated; I'm stuck in a very frustrating circle. Thanks!

peter

same problem here... pls help

UserID: 199427768

mjm0904

I forgot to change my payment info so my account expired. I updated it but now it keeps saying that I can't purchases premium with my account.

Justin Mosca

@PRDK- After updating my credit card info to be current, it took the website some time (maybe 24 hours?), but eventually it re-established the autorenewal and my account became active again automatically. Hopefully the same happens for you. Good luck!

Thomas Messing

I've got this same issue. Can someone help?

jessie.kaffai

Hi@"GlennD" - I'm experiencing the same issue with my Teams account. How can I fix this? I don't see a way to disable auto renew. Might I be able to DM you my account number?

Lachlan Attwooll

same problem, help appreciated!

Collin Woo

I'm having the same issue and wondering if anyone can help. This is extremely urgent.

Jonathan Mash

I am having the same problem. The instructions you have provided do not work. I click on "Manage Family" and get stuck in an endless loop of trying to upgrade but I cannot upgrade.

This is unacceptable. You have cut access to all our accounts on our mobile devices. THIS IS URGENT.

Duston Farrell

This is massively frustrating!!! I have a cc that was jeopardized and caused my account to become inactive. I updated the payment info but it said there was an error and it was unable to force the payment through. No support at all, I can't call anyone, message anyone to resolve the issue. I've been extremely satisfied with LastPass, but this issue is a big deal!!!!!!!!!!!!! Please help or I will be finding another PW manager!

travis

The actual solution is to log in as the family manager, turn off Auto-Renewal. Log out. Log back in to lastpass.com. Go to your account settings. Click the "Purchase" button for the Family plan. It will ask you for your personal information and credit card. That will purchase the plan and set you up for auto-renewal again. I sleuthed a phone number from goto.com support and did get to talk to a person in billing who walked me through that process. What a pain in the butt to try to find this simple information. Support was useless in dealing with this problem. Why did it take me 36 hours to give them money? It shouldn't be that hard!

Here's what I did:

At the bottom of the e-mail from support, it said I could try to reach them atwww.logmein.com. I went there, and it took me togoto.com. There was a Contact Us link that said "Sales:Available from 2:00am to 7:00pm (U.S. EST), Monday through Friday. 1-866-890-8931."

I called that number and they tried to pass me to the Billing department. It hung up on me. I called back and tried that again. After a long hold with music, they answered (10 minutes later):Vilma answered and transferred me to LastPass billing. She wouldn't give me the direct number to get to LastPass Billing.Michele answered - She had me log out. She turned off my Auto-Renewal. She had me log back in. As the family manager, I could get to my account settings and "Purchase" Families plan again ($48+3.xx taxes) by typing in my personal information and credit card. It set up the auto-renewal again.

freddecosimo

I changed my cc 24 hours ago and still get the message that my account cannot renew Premium. Way beyond irritating and exploring alternatives.

thibault.dacla

I am having the same problem and cannot find a way to contact support !

Please help !

skbio389

I have been using LastPass for years, and I have had Premium for years as well since it was first offered. I was always blocked from manually re-upping my subscription, so I was under the assumption that it would just automatically renew. I never realized this was a bug. Well now the renewal date has arrived, it did NOT renew my Premium, instead I am now LOCKED OUT OF MY PASSWORD MANAGER until I pay for Premium, except when I try to re-sign-up for Premium, it tells me "You cannot purchase this product with your account". Now I see that this has been a problem for YEARS and has not been fixed? What the heck is going on here? Now I am at work and I cannot get into ANY of my passwords. Never thought I would get screwed this badly by LastPass.

skbio389

ok so just got off the Live Chat with LastPass Support (a Premium only feature -_-) and here is what happened;

when I first signed up for Premium I must have done it from my phone because the subscription was being managed by my Google account
however in the Google App Store under "My Subscriptions" the subscription for LastPass did not show up so I was not aware that this the case
the Support agent was able to un-link my Premium from Google Subscriptions
I was able to go back into the LastPass app on my phone, and re-subscribe for Premium using the option provided in the LastPass mobile app, which allowed me to link the subscription back to my Google account
now the LastPass Premium subscription correctly shows up in my Google App Store account under the 'My Subscriptions' page and LastPass is working again

phew crisis averted

contact.tyson

4+ years later and this is still an issue. Ridiculous.

barbara.tedder

Here too! 😡

LastPass Support

I apologize for the billing update difficulty.

For anyone impacted by the conflict between purchasing through a mobile app store and the LastPass website, please follow these instructions carefully to receive specialized billing support from our team.

If your plan is currently expired, follow the directions for "I have a Free plan" in the Customer Support contact flow.

LastPass User

Copypaste-ing the same obsolete message is the best they can do...in terms of helping their would-be premium members.

If I had to represent this company...I'd be beyond embarassed

...And I'd be getting poorer as well

LastPass Support

Hi, @LastPass User

What you're seeing on this thread is the 'best answer' written above your feedback, which floats to the top so other customers may easily find it.

I'm sorry this situation cannot be resolved by customers themselves yet, as it is a conflict between the app store billing platform and the LastPass billing website.