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Lastpass Teams - Renewal

dane

Hi there,

We have been using lastpass teams with about 6 - 8 licenses for 4 years some time without issue. Then today we get a note when logging in that the account has expired.

In the 'Your account status' it shows

- Teams Status

--> Teams Administrator

--> Expired on Oct 5

-Premium Status

--> Inactive

Today our subscription expired and now whenever we try to renew it comes up with the message after clicking 'Purchase' next to Teams Status.

-- Message --

"You cannot purchase this product with your account"

"We're sorry, the product you are attempting to purchase is not compatible with your Lasstpass account. Plase logout and user a different account, or contact support for help".

We have contacted support but I am at a loss why we can't just renew like normal?

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Accepted answers

rachael.orovets

Hi @DaneAU and @lps2110,

All billing/payment related issues will need to be resolved by the support team, I see that the support team responded to both of your tickets, if you have any other issues please be sure to reply to the email sent to you from the team so that they can investigate further and get this fixed.

All comments

David Talkington

We are having the same problem with a Families account. Something is clearly broken with the renewal process. I have opened a ticket, #16112304.

The subscription expired today, could not be autorenewed because the credit card on file was no longer valid, and now cannot be renewed. I continually get this message when I attempt to fix the problem:

"You cannot purchase this product with your account

We're sorry, the product you are attempting to purchase is not compatible with your LastPass account. Please logout and use a different account, or contact support for help."

I have family members who are locked out because their only MFA option is Yubikey, which is a premium feature, which at the moment is not paid for. This is a serious disruption.

dane

Thanks Rachel,

Appreciate it being updated and obviously there is some bug in your system.

Also, as a word it is not easy to find a way to contact support in these types of instances. I get that self service is the way organisations would like to go; however surely for paying customers (given the investment in teams) an option to message from within the login for account / billing inquiries would be a good option given it is also a sales channel? Might make things easier for your users.

Appreciate the support and hope others find this useful.

Kind regards,

David Talkington

Thank you very much for chiming in, and for monitoring the (seemingly many) similar issues in this forum.

This was resolved by support. They generated an 'equote' which allowed me to complete the transaction, which restored service.

There's obviously some serious workflow breakage in the billing and renewal process. The account was degraded to free at midnight on the expiration date. My first notice of the billing problem was 3 hours later, followed at 7am by notice from a user that she was unable to use her vault at all due to reliance on a premium feature (Yubikey for MFA).

Even worse is the inconsistency of the account state, which is probably why I could not fix the problem myself. Most family members' accounts showed the family subscription as expired; however, the owner's account (mine) showed it as still active. I presume that is why I was not able to renew it manually.

Since credit cards get disabled and replaced all the time for various reasons, this is surely a common situation.

At a minimum, I would like to see a few days' grace period after an expiration, to allow time to resolve billing issues before a service degradation (or in this case, complete lockout) results. Even better, please fix the backend inconsistencies which prevent users from resolving simple problems on their own!

Again, thank you for monitoring this and for the info and assistance that you provide.

rachael.orovets

Hi @DaneAU and @lps2110,

All billing/payment related issues will need to be resolved by the support team, I see that the support team responded to both of your tickets, if you have any other issues please be sure to reply to the email sent to you from the team so that they can investigate further and get this fixed.

rachael.orovets

Hi @DaneAU,

If you are a LastPass Business user you can contact the support team any time from within your admin console, you can access the support number through your LastPass Admin Console > Support. You can also use the LastPass support site to contact the support team, following the steps outlined in this support article.

travis

The actual solution is to log in as the family manager, turn off Auto-Renewal. Log out. Log back in to lastpass.com. Go to your account settings. Click the "Purchase" button for the Family plan. It will ask you for your personal information and credit card. That will purchase the plan and set you up for auto-renewal again. I sleuthed a phone number from goto.com support and did get to talk to a person in billing who walked me through that process. What a pain in the butt to try to find this simple information. Support was useless in dealing with this problem. Why did it take me 36 hours to give them money? It shouldn't be that hard!

Here's what I did:

At the bottom of the e-mail from support, it said I could try to reach them atwww.logmein.com. I went there, and it took me togoto.com. There was a Contact Us link that said "Sales:Available from 2:00am to 7:00pm (U.S. EST), Monday through Friday. 1-866-890-8931."

I called that number and they tried to pass me to the Billing department. It hung up on me. I called back and tried that again. After a long hold with music, they answered (10 minutes later):Vilma answered and transferred me to LastPass billing. She wouldn't give me the direct number to get to LastPass Billing.Michele answered - She had me log out. She turned off my Auto-Renewal. She had me log back in. As the family manager, I could get to my account settings and "Purchase" Families plan again ($48+3.xx taxes) by typing in my personal information and credit card. It set up the auto-renewal again.