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Upgraded to Families but still showing as Free user

Elroy ten Barge

Hello,

I upgraded my free account in March 2021 to premium and upgraded that to family this june so my wife had an account as well. Paid for the yearly discription. Lastpass account still gave me de upgrade to family option in the vault but under the account settings and details it tells me I am the family manager and next payment is due for2022-06-07.

After connecting my vault today on Chrome, I got the popup that I have 3 times left to change device.

What gives? That is a free account popup I guess but that makes no sence.

Can somebody tell me how to fix this?

PS: Deleted my Chrome browser history and cache, with no effect.

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Accepted answers

rachael.orovets

Hello,

For any users who are viewing this thread, if you are experiencing this issue please take these steps depending on your situation:

If you purchased LastPass Premiumyou may have an expired LastPass Families trial, please follow the steps here to delete the LastPass Families account(or follow these steps to Leave the Families account if you are not the families account owner) which should fix this issue. If this still doesn't fix the issue and your Premium status isn't showing correctly follow the steps below.
If you purchased LastPass Families but are not seeing the Families account as active, please create a billing ticket as the support team will need to assist further. To do this, please scroll down and click Contact Support at the bottom center of this article, enter your account info, then click "Submit a billing case" at the bottom of the popup that shows.

All comments

heggerud

I'm having the exact same issue as Elroy-82. I have a paid family plan through Aug 2022 and it's saying I have limited device changes available. Can you reset my account too?

Elroy ten Barge

Hi RachelO,

Euh, jup, that solved the problem. Both in Chrome and IOS I have no more issues or popups so probably my wifes account is fine as well. What an easy fix but still strange it happend though.

Thanks for your quick solution.

william meyer

RachelO, I'm having the same issue. Can you do a refresh on my account.

rachael.orovets

Hi@"Elroy-82",

I've done a refresh on your account, could you try logging out of LastPass and logging back in to see if your subscription is showing as Active correctly, and not showing you as a Free user?

william meyer

I'm having the exact same issue with my family account . Is there something going on with Lastpass servers?

william meyer

That looks to have worked. Thank you very much.

rachael.orovets

Hi@"ssjy0da",

I've removed the expired Families trial from your account, could you try logging out and logging back in to LastPass to see if your Premium status is now showing correctly?

william meyer

it looks like im now on premium instead of familes like i had purchased.

rachael.orovets

Hi@"ssjy0da",

If you're not seeing your Families subscription, so that the billing support team can assist please scroll down and click Contact Support at the bottom center of this page to create a ticket for the team so they can get this fixed. Please be sure to attach a screenshot of your receipt for Families as well when creating your ticket as they will need this as well:http://link.lastpass.com/community

william meyer

I do already have a case open with them, i sent you a private message with that information.

Simon Axelsen

Hi,

I have the same issue as Elroy-82, Toyz and son on. On March 24 I paid 41.66 euros for a family plan for a year, and today I was prompted to either upgrade or choose device type. Can you please reset my account too?

rachael.orovets

Hi @saskiaensimon,

So that I can create a ticket for you for the billing support team who can assist please could you send me a Private Message with a screenshot of your receipt from your Families payment as well as the email address associated with your LastPass account?To send me a private message, please click my username to view my profile, then click the blue "Send a Message" button in the upper right.

rachael.orovets

Hi @sjb1968,

Currently phone-based support is only available for LastPass Business users, but the support team will reach out to you right away once this has been resolved by the billing team. We would not recommend re-purchasing or trying to purchase another paid LastPass subscription in the meantime as this will most likely not resolve this issue. We're sorry for any inconvenience and we have asked the support team to reach out to you as soon as possible via email.

Subhajyoti Bandyopadhyay

I am having the same issue. Lastpass has taken the annual fee from my credit card one week back. I have contacted support and they tell me that they have "already submitted a request for a manual activation for your account to the appropriate department". It has been two more days. Nothing has happened. I am being warned that it is my "last switch". Could you please refresh my account too?

rachael.orovets

Hi@"sjb1968",

I see from your support ticket that there was an incoming message received on Sept. 26 that this issue has been fixed. If this issue is still happening please be sure to send a new reply to the support team in regards to your ticket (by replying to any of the emails sent to you from the team) to let them know so that they can get this fixed for your account.

Subhajyoti Bandyopadhyay

The solution mentioned ("If you purchased LastPass Premium you may have an expired LastPass Families trial... OR

"If you purchased LastPass Families but are not seeing the Families account as active...") did not work for me. I am an existing Lastpass Families user for the last two years (and a Lastpass Premium user for the last three years). I have automatic billing enabled on my account. Lastpass billed my credit card $48.00 three days before my subscription expired (see screenshot below).

Credit card charge

And yet, on the day of the expiry, the account was transformed into a basic account. I did create a Support ticket the very same day but all I got was a response from Support more than a day later was that yes, my account and my credit card charge have been found and someone from an "appropriate department" will manually "activation" my account (see screenshot below). I am not sure why this person who is in Support could not do that activation himself and why there my simple issue requires multiple departments in Support to be solved, but there we are.

Email from Lastpass support

That was two days ago.

It is now a week since my credit card was billed. When I try to log out of my account and try to access a family feature, I get the message that I have to Renew the Families account. But when I try to renew, I get the message that I "already started a Families with this email address".

Of course! I know that!! It then says "To complete your trial, please create a new LastPass account or log in with a different one now." But how can I "complete my trial" if I have been a Families user for the last three years? I tried logging out and then logging back in, but I come back to the same screen. (see the screenshot below)

When I try to sign up for Families account

I brought this Catch-22 situation to the notice of Lastpass:

(a) I have paid.

(b) Lastpass Support acknowledges that I have paid.

(c) But Lastpass the website insists that I am a basic user.

(d) If I try to upgrade yet again (by paying a second time), Lastpass the website will not allow me to do so because I already have a Families account.

(e) The website wants me to upgrade from a trial account but I have not had a trial account for the last three years.

And yet Lastpass support thinks the issue has been fixed. Lastpass contributorRachelO mentioned to me that the issue has been solved because Support is aware of my ticket of September 26. Unfortunately, Support is just still "aware" of my issue. They have NOT solved it.

rachael.orovets

Hi@"sjb1968",

I've found your support ticket and your support representative let you know on Sept. 26 that they will need to have the billing team fix this for your account (we are not able to resolve billing/payment related issues here as we do not have access to the billing/payments system), and they will email you as soon as possible once this has been resolved. Please keep an eye on your email as this is how all further updates will be sent to you for this request.

Subhajyoti Bandyopadhyay

Hi@"RachelO",

I do appreciate your taking the time to respond to my detailed message, and I understand that you are not able to take care of a billing error (which is a fault of Lastpass) but you will understand that as far as I am concerned as a customer, I cannot use Lastpass even when I have paid for the service for over a week. My wife and son and I use Lastpass passwords on multiple devices and not being able to use it is an enormous issue for us, since all our passwords are now handled on Lastpass. There is nobody to talk to and there is no option for me to even pay twice for the time being to get access to the service. And there is no timeline for the resolution of the matter.

All I understand is that:

I will just have to wait indefinitely. There is no timeline for resolution.
There is nobody to call.
There is nobody who is responsible.

Is there at least a phone number where I can call to find out what the matter is, and, if necessary, pay a second time to get this issue resolved?

joridaasen

I'm part of Lastpass Families account - still I ge these "switch device".

Why is that? I thought that all "members" in Families had free switch between devices?

alaunchbury

I am also having this issue. I bought Premium through my phone in June, but my desktop is completely locked out of any Premium services and still shows me on an Expired Family plan.

Thank you!

leach.aj

I am having the same problem. What do I need to do please? Thanks.

rachael.orovets

Hello,

For any users who are viewing this thread, if you are experiencing this issue please take these steps depending on your situation:

If you purchased LastPass Premiumyou may have an expired LastPass Families trial, please follow the steps here to delete the LastPass Families account(or follow these steps to Leave the Families account if you are not the families account owner) which should fix this issue. If this still doesn't fix the issue and your Premium status isn't showing correctly follow the steps below.
If you purchased LastPass Families but are not seeing the Families account as active, please create a billing ticket as the support team will need to assist further. To do this, please scroll down and click Contact Support at the bottom center of this article, enter your account info, then click "Submit a billing case" at the bottom of the popup that shows.

rachael.orovets

Hi@"jleach",

Please see the solution in this thread to get this fixed for your account:

If you purchased LastPass Familiesbut are not seeing the Families account as active, please create a billing ticket as the support team will need to assist further. To do this, please scroll down andclick Contact Support at the bottom center of this article, enter your account info, then click "Submit a billing case" at the bottom of the popup that shows.

leach.aj

I paid for LastPass Family renewal two weeks ago and then like others, have been limited to one device. I've now deleted the family account and re-entered it and of course paid a second time. It think it is now working properly. How do I get a refund please?