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Unable to upgrade to families. Transaction failed. Please try again later

onixx222

Trying to upgrade to families from premium and payment keeps sayingTransaction failed. Please try again later.

I have tried 3 different devices, 2 different browsers and 3 different credit cards (all are valid)

I have logged a support ticket, but has been no response in 4 days.

Has anyone come across this issue and can help me out here please?

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Accepted answers

onixx222

Was able to get this case escalated and had it resolved.

Wanted to share with the community the resolution in case anyone else encounters this issue.

Directly from support:

We are in the process of migrating to a new commerce platform, so the invoice in the old platform didn't migrate accordingly, causing a conflict in the new platform when you attempted to purchase.

Once support fixed my account on their backend and reissued me a new invoice, the purchase was successful.

All comments

rachael.orovets

Hi @SBrick2,

So that we can look up the status of your support case, could you provide us with your case number?

onixx222

Hi RachelO

The case number is 15506633.

I did receive a reply this morning, but the issue still exists.

Thanks

onixx222

Hope so. I did receive this update last week from support, which stopped me from replying.

Hello , Thank you for contacting LastPass Support! We apologize for any inconvenience this may have caused you, with every new reply your case is sent last to the queue. I would like to continue working with you

I’ve updated the support case with the details and hopefully I will get a reply.

Thanks

rachael.orovets

Your support ticket has been assigned to a support representative, which means any replies you provide will be sent directly to this support representative who will respond as soon as possible--your ticket isn't sent to the bottom of a queue, as long as you reply to your current ticket (and aren't creating new tickets every time) your support representative will be alerted that you've replied and will respond to you as soon as possible.

onixx222

Hi@"RachelO"

Thanks for the reply.

I havent heard back from support regarding this open case in 4 days.

Last week i sent multiple updates, and was told from the support member that each time I reply, my ticket goes back to the bottom on the queue, so im hesitant to reply, as this will prolong Support's response.

If I do put these details in the case, is there any way to ensure that my case wont be put at the bottom of the queue again?

rachael.orovets

Hi @SBrick2,

We would recommend providing this information to the support team via your support case, to do this please reply to any of the emails sent to you in regards to your support case so that the team can further investigate and hopefully resolve this issue.

onixx222

More info on this. I ran the developer tools in my browser and saw this in the console during the 'transaction failed'

---------------------------------------------------

check.js;CIS3SID=08B40AD183D58CDD605790D2ADFBC11F?org_id=k8vif92e&session_id=getgo_us3357801f7b6d4eaf838338c6fdc23d72&nonce=80034b781b0c44fd&jb=3737262460796f773f55696c6c6f77712468716f3d57696c6c6d7f71273a32333226687160753f40706176672c6073603f416870676d652730323b31:856 [Deprecation] RTP data channels are no longer supported. The "RtpDataChannels" constraint is currently ignored, and may cause an error at a later date.

setup @ check.js;CIS3SID=08B40AD183D58CDD605790D2ADFBC11F?org_id=k8vif92e&session_id=getgo_us3357801f7b6d4eaf838338c6fdc23d72&nonce=80034b781b0c44fd&jb=3737262460796f773f55696c6c6f77712468716f3d57696c6c6d7f71273a32333226687160753f40706176672c6073603f416870676d652730323b31:856

chrome-extension://invalid/:1 Failed to load resource: net::ERR_FAILED

payment/:1 Failed to load resource: the server responded with a status of 500 ()

DevTools failed to load source map: Could not load content for https://store.logmein.com/payment/lib/bootstrap/dist/js/bootstrap.min.js.map: HTTP error: status code 404, net::ERR_HTTP_RESPONSE_CODE_FAILURE

DevTools failed to load source map: Could not load content for https://store.logmein.com/payment/lib/popper.js/dist/umd/popper.js.map: HTTP error: status code 404, net::ERR_HTTP_RESPONSE_CODE_FAILURE

DevTools failed to load source map: Could not load content for https://store.logmein.com/payment/lib/bootstrap/dist/css/bootstrap.min.css.map: HTTP error: status code 404, net::ERR_HTTP_RESPONSE_CODE_FAILURE

-----------------------------------------------

Seems that for some reason I cannot connect to the payment servers, as im getting aFailed to load resource: the server responded with a status of 500.

Have you perhaps seen this before?

onixx222

Hi@"RachelO"

I still havent received a response on this support case since the 19th of June, and my families trial has run out.

Is there anything that can be possibly done here to escalate this case?

Thanks

onixx222

Was able to get this case escalated and had it resolved.

Wanted to share with the community the resolution in case anyone else encounters this issue.

Directly from support:

We are in the process of migrating to a new commerce platform, so the invoice in the old platform didn't migrate accordingly, causing a conflict in the new platform when you attempted to purchase.