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"A server error occured" during activation of complementary Lastpass premium

Patrick Sandhaug

Hi,

I have an issue trying to redeem a lastpass premium license that is included with logmein.

I have tried this procedure through both chrome and firefox, but same error message.

I follow through with all the steps mentioned below, but the activation still fails with a server error.

Any suggestions on this?

Thanks in advance.

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Accepted answers

ash.canon

@paetthe If this is an older LastPass account, then there may be a synchronization issue between the two billing systems. Please click my Community name to send a private message with your LMI account info.

Thanks.

All comments

ash.canon

Hi @paetthe

I see that you had a trial of LastPass some years ago, which may be part of the problem.

I would suggest deleting that account in order to start the set up process from scratch: https://support.lastpass.com/help/delete-your-lastpass-account-lp010012

Patrick Sandhaug

Dear AshC,

Thanks for the quick reply.

I've had the logmein pro account for 8-9 years and since lastpass have been complementary I have always redeemed the license. I can see that the first five years I had lastpass I payed for lastpass, and the last five years I have redeemed the complementary license. So this will be the sixth time. The only thing that failed was that I forgot to re-enter new credit card info so it went into not pro license for a couple of days, but that is in order now.

I am not that interested in deleting a 10 year old account and starting from scratch (back/transfer or whatnot), there must be something else making this redeem license stuff hiccup this time. I have been doing the same for years.

ash.canon

@paetthe If this is an older LastPass account, then there may be a synchronization issue between the two billing systems. Please click my Community name to send a private message with your LMI account info.

Thanks.

s.kyle.araujo

I have the same dilemma aspaetthe is having. May I also send you a PM regarding this as well?

rredfield

I have this same issue. I am a long time user, and never had an issue before. I sent a message to ASH C, hoping that will help.

rredfield

From my Logmein screen. I am logged in.

I then go to redeem subscription:

I get this error.

Customer support told me to also log in to Last Pass on the same browser, different tab. I did that and got the same result.

Thanks.

s.kyle.araujo

That's what I continue to get as well.

ash.canon

@RonRedfield If you can shar the activation url or a screen shot of where the offer is, it will help our team track down the source of the problem.

Thanks.

s.kyle.araujo

I'm still having this issue. I was told via PM and by email that "I should be set" when I am still having this issue. It's been over two weeks since I was told this. I have sent replies via PM and email that it was not fixed, and the server error still shows. I have received no responses.

Anyone with this issue, be cautious that support may not get back to you in a meaningful time frame.

ash.canon

I apologize for the delay, everybody. I believe we are close to a resolution, and should have another update soon.

ash.canon

Hi, All.

This issue should be resolved at this time. Please attempt to activate the LastPass Premium again, and let us know if any errors should reappear.

Thanks.

s.kyle.araujo

Ash, I will send you a PM about this with some screenshots. The "subscription key" link now appears on the Logmein page. When I click on it, it opens up Lastpass and says "This offer couldn't be redeemed. You already have an active LastPass Premium subscription." I definitely do not because it shows in my settings as a free one, and it even prompts me to purchase Premium when I am in my account.