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LastPass renewal not taken from PayPal - now my Premium does not work

susangrossey

I submitted a case request to LP on 11 June but no response so far and I hope someone here can help.

In short, I have subscribed to LP Premium for 7 years now. My annual payment was meant to go from PayPal on 3 June 2021 but didn't and I have been downgraded to a Free user. I want to remain with Premium and cannot work out why the PayPal payment was not taken - I have updated the payment card that is registered with PayPal since I last paid LP (in June 2020), but surely the purpose of PayPal is that LP simply asks for payment and the underlying card is immaterial. I can confirm that I have a current payment card set up on PayPal, so any payment claim would be met without trouble.

Does anyone know how to contact LP accounts people to discuss this? (I am in the UK.) Many thanks.

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rachael.orovets

Some users were using PayPal to pay their annual upgrades via an automatic payment agreement, which allowed some users to continue using PayPal after LastPass' support for PayPal payments was no longer supported (across all users, no matter their country) which may be why you were able to continue using PayPal for the past few renewals. We would recommend making sure the payment agreement is cancelled as linked above and then if you'd like to remain a LastPass Premium customer you will need to purchase a new license viahttp://LastPass.com/go-premium

If you'd prefer to wait for the support team for a response they will reach out as soon as possible via email instead, although they will not be able to process a payment via PayPal.

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rachael.orovets

Hi@"Susievintage",

LastPass no longer accepts PayPal as a payment method as of late 2018, we do apologize for the inconvenience. For more information on how to cancelyour PayPal auto-payment if you are getting an error that the payment is being denied or not going through, please follow the provided directions here:https://www.paypal.com/us/smarthelp/article/can-i-cancel-a-paypal-payment--faq637

If you'd like to remain a LastPass Premium customer you will need to purchase a new license viahttp://LastPass.com/go-premiumunder the new rate, which was last updated in 2019.

susangrossey

Hello RachelO

Thank you for your answer, but I am afraid it cannot be right. My LP Payment History shows that I paid my annual subscription via PayPal in June 2018, June 2019 and June 2020. Moreover, I have heard nothing from LP to say that they are no longer accepting payment via PayPal. If I had, I would certainly have made alternative arrangements.

Perhaps the UK is different?

I am still waiting for a response to the case I have raised with LP.

Best wishes from Susan

rachael.orovets

Some users were using PayPal to pay their annual upgrades via an automatic payment agreement, which allowed some users to continue using PayPal after LastPass' support for PayPal payments was no longer supported (across all users, no matter their country) which may be why you were able to continue using PayPal for the past few renewals. We would recommend making sure the payment agreement is cancelled as linked above and then if you'd like to remain a LastPass Premium customer you will need to purchase a new license viahttp://LastPass.com/go-premium

If you'd prefer to wait for the support team for a response they will reach out as soon as possible via email instead, although they will not be able to process a payment via PayPal.

susangrossey

Thank you for this explanation, RachelO. I have now done some reading around this topic and it seems that I am not alone in being in this position. It also seems that the price for LP Premium is a concern - it's being increased by 100% each year without warning and is now much more expensive than competitor products. Moreover, the customer service that goes with the Premium product is not keeping pace - my husband (with a Premium subscription) has been waiting six days now for a response to a query. I think the gods of password protection are warning us to look elsewhere - perhaps I should be grateful for the PayPal glitch! But LP Premium served me well for seven years, so I am grateful for that.