Can't access system online or in the app after canceling subscription

Hi @mtn1955​, 

I'm sorry to hear this! It seems that your system might have been cancelled rather than downgraded. I've escalated this to our Support team - a senior specialist will be reaching out to you soon.

This also happened to me... 

@jaenkesj​, I'm sorry to hear this! I've forwarded your case to our Support Team; a Specialist will reach out to you soon to get this fixed. 

@emily_s​ This happened to me today...

@apoxy13​, I've forwarded this to our Support team. A Specialist will reach out to you soon to make this right! 

I have also experienced this problem and now my system is useless!  Seems the tech that took care of my request to cancel monitoring should have mentioned downgrade as an option because I did not purchase this alarm system just to find it is now useless!! 

[edited], please have support contact me!

@wesspence​ I first want to let you know that I edited your comment to remove your email address. The Community is a public forum, and we want to protect the privacy of our users!

If your reach out to our Support team, our agents can re-activate your account under the free Basic App Control plan. 

@griffinkaren​ please call our Support team at 800-548-9508. We just need to re-activate your account under the Basic App Control (free) plan.

Why do I have to call?? Can't you just reactivate it? You have all my information. It was your companies error! 

@griffinkaren​ apologies. There's two pieces that need to be done here. First, we need to reactivate your account, then second, we need to downgrade that account to the free version. For security reasons, we'll need to verbally confirm your Safe Word passcode over the phone to proceed. Unfortunately, we're not able to do that over here on the Community.

This happened to me as well - please contact me to fix immediately 

@Taylorseniow​ please reach out to our Support team and our agents can take care of you.

@SimpliCrap​ I'm sorry to hear this. It sounds like instead of downgrading your account to the free Basic App Control plan, the agent canceled your account. In order to resolve this, please contact our Support team so they can re-activate your account.

@rdfisher554​ we sincerely apologize for your experience. I think part of the confusion here is with the terminology.

Essentially, when we downgrade your plan to Basic App Control, our system still sees your security system as subscribed, just on the plan that costs $0. That way, your system can remain registered and connected to the app (for notifications, and to arm and disarm remotely, etc.).

But when your plan is canceled, that means your system is fully disconnected and no longer linked to the app or your account. If you wanted to, you would be able to pass on the system to another user, and they can activate that system on their own account (without having access to any of your account info).

So you should really have to call only once. The agent handling your call should ask whether you still want to use your system, so we can make sure that we select the right action for you.

@Heartsvideo1​ Apologies, it appears that the agent may have canceled your account instead of downgrading it to our free Basic App Control plan. If you contact our Support team, they can reactivate your account for you.

I have called support many times and supposedly reactivated my account but my system fails to connect to wifi and thusly can not update etc. Doorbell cam is powered but can not connect to main control so basically I have a system that all worked fine until I tried to just stop monitoring!  And phone support can not help me reconnect to wifi so thanks for nothing! There should be a method for people that got disconnected to actually re setup their system like a newly installed one!

@Pacecar93​ Apologies, it sounds like when you asked to cancel your plan, the agent canceled your account in error. If you contact our Support team again, they'll be able to reactivate your system and subscribe it to our free Basic App Control plan.