How long does it take to reduce LastPass Licences

Question

On 2Jun I rang the support team - as I wanted to reduce our LastPass licences.  Today (1st July) after receiving our Renewal notice - I've again contacted the Support Team - with a Case Number - asking for our licence count to be reduced.  They can't do it, have to escalate it to a Renewal Specialist (give me a break) who will 'email' me - they don't have a phone number.  How hard can it be to reduce licences??? Has anyone else had this difficulty.   I've not received an email from 'said Renewal specialist'…. even though their internal system says I have…. so the 'fault' is on my.   PLEASE LASTPASS ALLOW US TO SELF ADMINISTER REDUCING LICENCES IN THE SAME WAY WE CAN INCREASE THEM. It's called SAAS!!!

HildaC · Answer

Thank you for the follow-up, @Nely Smith

I understand how confusing it can be to receive a renewal notice showing an incorrect number of licenses after being informed that changes had been made. Since the licenses requested for reduction were not removed immediately, the renewal system does not yet recognize that they will be excluded from the upcoming renewal.

However, the requested licenses have been internally configured to not auto-renew. As a result, when the renewal is processed automatically, those licenses will not be included in the renewed subscription.

Best,

Nely Smith · Answer

I would like to believe the above, but the renewal letter I received (26Jun) totalled the amount expected for our full suite of licences - not the reduced number.  Yesterday - 1Jul, i did receive emailed confirmation it had been done after spending 20 minutes waiting and on Support calls, then writing disgruntled emails and lodging the above ….. will be interesting to see the $$$ taken from our payment on 9July.

HildaC · Answer

Hi @Nely Smith,

I apologize for the frustration this process has caused. I reviewed the case and can confirm that the requested changes were completed on June 3, and an email update was sent at that time. A case update/post was also added confirming the adjustment.

The good news is that the system has been updated to renew only for the number of licenses you requested, so the reduction has been applied.

Regarding your suggestion about allowing administrators to reduce licenses themselves: thank you for raising it. We understand how valuable self-service license management would be, especially since admins can already increase licenses directly. I've made sure your feedback is noted. Again, thank you for your patience, and we appreciate you taking the time to share your feedback.

Regards,