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Deleted my Family account, now I'm back to Free User - HELP!

sentwali

I renewed my Premium subscription in May this year, and my next renewal date isn't until May 6, 2022. Today I tried to use LastPass on another device, and it showed my account as Free. I logged in to my account and noticed it was a Family subscription, which I haven't used in years. As a result, I deleted the Family, and now my account is showing as Free. I have emailed support, but is there anything I cando reverse to fix this error?

I really appreciate any help you can provide.

Thanks.

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Accepted answers

rachael.orovets

Hi @FalconRich,

Please create a request for the support team who can help with this issue and get it fixed for your account:http://link.lastpass.com/community

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ash.canon

@Twali We can re-activate your Premium subscription if you can confirm your identity through a LastPass support request here:https://support.logmeininc.com/lastpass/help/how-do-i-contact-customer-support-for-lastpass-lp010121

sentwali

Thank you@"AshC", I'll do that now.

Richard Falcon

Hello,

I paid for the lastpass premium in May of this year. I have been getting messages to upgrade but thought I did so in May. While viewing my account I noticed that I was under a family plan so I removed that hoping to go back to premium. However, I am back to the free plan. How do I get my premium plan back. I have the invoice from May. Your assistance would be greatly appreciated, Richard

Payment Information

ActiveExpires on: 10 May, 2022Automatic renewal: EnabledRenewal Period AnnualCost 36.00 USDNext Payment Due 2022-05-10Cancel Auto-Renewal

Payment Method **** **** ****

rachael.orovets

Hi @FalconRich,

Please create a request for the support team who can help with this issue and get it fixed for your account:http://link.lastpass.com/community

sentwali

@RachelO-I have created a case and received a reply from the support team. I followed their instructions to fix the issue; however, it did not fix it, and my account is still showing as free.

rachael.orovets

Hi @Twali,

If the steps that the support team provided did not resolve the issue on your account, please be sure to reply to any of the emails sent in regards to your support case to let the support team know, as only they have access to the correct system to get this issue resolved and let them know you're still experiencing this issue.

Alex Stol

Hi there .... i have a similar problem .... there seems to be weird stuff happening around autorenewal. So i posted this case ....

"We are premium users with automatic renewal. You have (a) not renewed us (b) seem to say we were family (we were not) (c) not allowing us to upgrade. Can you please fix this? A bit frustrating. We were early adopters of your platform. We used you via our other businessestoo, but we are thinking of changing as we (along with some of our professional colleagues) keep having 'glitches'. Happy to discuss if you want to call 0XXXX. Meanwhile, can you please do the 'autorenewal' as was agreed with you guys previously."