Email "There was a problem with your payment"

ChrisB

Today I got an email from LastPass Auto-Mailer <billing@lastpass.com> saying "There was a problem with your payment". This mail showed all the hallmarks of a phishing scam:

• No salutation
• Vague problem description
• Huge red button with title "UPDATE PAYMENT INFO"
• Complicated and non-recognizable URL under the button

Ging into my account I discovered it was no scam. This was indeed the date that my yearly subscription fee should have been paid, but it said my subscription wasn't renewed. Not sure why, all seemed right to me. My MasterCard was not expired. But I renewed, paid another year, and all seemed fine. But this does not sit well with me. Why does LastPass send a mail that is all but indistinguishable from a phishing scam mail? 🤨🤔 It lowers their credibility.

Hilda C

Hello @ChrisB

Welcome to the LastPass Community.

Thank you for sharing your feedback with us. We understand how important it is for emails containing sensitive account information to provide customers with confidence that the communication is legitimate.

In this case, the automatic renewal payment failed due to a credit card authorization issue. As a result, the payment failure notification was generated and sent automatically by our system. These emails are designed as general notifications to alert customers that a payment attempt was unsuccessful, and therefore do not include detailed information about the specific reason for the failure.

We appreciate you taking the time to share your concerns, as feedback like yours helps us improve our products and communications. Once again, thank you for reaching out and for being a valued member of our community. We look forward to providing you with an even better experience in the future.