HELP FILE

Why do I see a message that I cannot purchase LastPass?

There are several varying scenarios that would cause you to encounter a permissions error message while attempting to purchase a LastPass subscription.

Error message

"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."


Causes of error message

You may encounter this error message if you attempt to purchase LastPass when you already have a LastPass subscription (active or expired).

You may also encounter this error message during the purchase flow while logged in to your LastPass account for any of the following reasons:

While logged in with a LastPass Premium account...

  • You try to purchase LastPass Premium again while logged in with an active LastPass Premium paid subscription
  • You try to purchase a LastPass Teams or LastPass Business account while logged in to an active LastPass Premium trial or paid subscription

While logged in as a family member (not a Family Manager) with a LastPass Families account...

  • You try to purchase LastPass Premium while logged in with an active LastPass Families paid subscription
  • You try to purchase LastPass Families again while logged in with an active paid LastPass Families paid subscription
  • You try to purchase a LastPass Teams or LastPass Business account while logged in to an active LastPass Families trial or paid subscription

While logged in as a user (not a LastPass admin) with a LastPass Teams or LastPass Business account...

  • You try to purchase a LastPass Premium or Families account while logged in with an active LastPass Teams or LastPass Business trial or paid subscription

What to do next

If you are a family member of a LastPass Families account and want to remove yourself from that account, please follow the instructions in the Why am I getting an error when I try to purchase LastPass? article.

If the issue persists, please contact LastPass Customer Care (by clicking Contact Support at the bottom of this article) in order to complete your purchase.

If you do not have a Family Manager or LastPass admin account, please contact your Family Manager or LastPass admin, respectively, and ask them to contact LastPass Customer Care.