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My Premium account showing as Free after linking Enterprise account

Eric Hebert

I have a paid, premium subscription. I tried to link this to our Enterprise account and had an issue where it thought both were business accounts. I opened a premium support ticket and they did something to my account to fix the 'business' account issue preventing the link, but at the same time, now my premium account is listed as a free account. They closed the original ticket and wont respond to it, and I opened a new one a week ago that they wont respond to. Any one out here from LogMeIn reading these because I need this fixed NOW. I pay for Premium AND my dept at work is paying for Enterprise.

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Accepted answers

rachael.orovets

Hi@"GryStene",

The billing support team will need to assist with this issue, to create a ticket for the teamplease 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

As a note for other users who may see this thread, please noteif you are LastPass Free customer and you use this to open a non billing related ticket it will be ignored.

All comments

glenn.dobson

Hi@"edhcah"

Sorry for the frustration, please try signing out and back in to your account now.

Eric Hebert

Works now. I'm not sure who did what as I've been talking to enterprise support about this as well. Thanks for the reply and anything you did.

rachael.orovets

Hi @Zach5150,

I see that your currently active support ticket (#15677580) is in the correct queue and is assigned to a support representative, who will respond to you via email as soon as possible with next steps or more information.

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@RachelO- Thank you for your reply. I do appreciate your looking into it. However, LastPass broke my paid account. This wasn't a free account. Waiting 'as soon as possible' for it to be fixed is unacceptable. Can you escalate?

1 1

Hi @GlennD - I tried to reply directly to you and tag you since you seem to be able to help, but not sure my post above accomplished that.

Thanks

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I have a very similar issue. I had a premium account with a subscription lasting well into 2022. I tried Last Pass Business but decided against it, and now that the trial expired, it reverted my account back to free. This is causing major issues and frustrations because I can only use it on a single device at a time. Support has two tickets open and there is no response, likely because I'm at the bottom of the queue as a 'free' user, even though I'm a paid user. (case 15677580 and 15686899)

Terrible customer experience.

rachael.orovets

Hi @Zach5150,

Sorry for the delay in response from the support team. Please note that your support ticket is not flagging your account as Free, your Enterprise status is showing correctly. I've also asked your support representative to update you via email with more news or a fix as soon as possible.

1 1

Thank you very much@"RachelO"

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@RachelO

@GlennD

It's now 3 days since I've filed a trouble ticket due to the fact that Lastpass broke my account and I've not had any resolution. I'm likely getting the least priority because your system has me flagged as a free user. I AM NOT A FREE USER. You are failing to perform on your obligation as I have PAID for services. If you can't help get this addressed right away, I'll call my credit card company and retract funds.

Please help.

grystene

Hi@"Zach5150"- Did your problem get resolved?

I have been a Premium user for years and suddenly it starts asking me to upgrade + there appears to be no way to contact support.

@RachelO @GlennDwhat is the process?

rachael.orovets

Hi@"GryStene",

The billing support team will need to assist with this issue, to create a ticket for the teamplease 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

As a note for other users who may see this thread, please noteif you are LastPass Free customer and you use this to open a non billing related ticket it will be ignored.