Skip to content
English - United States
Contact us
  • There are no suggestions because the search field is empty.

Cancel LG Pass—Cancel, Downgrade, Discount, or Pause Account

Overview

If a customer requests to pause their subscription or cancel their account, especially for financial reasons, then we will do our best to work with them to maintain their subscription either by offering to
  • Pause payment temporarily—up to 3 months of no payments. 
    • Use this path if they say their business is currently slow. 
  • Offer a discounted subscription price—up to 50% off subscription price. 
    • Use this path if they mention the product is too expensive. 
If these options fail, then we will cancel their subscription.
Before we begin, we must find their current LG Pass Plan (See Find LG Pass Plan under Procedures to Know) so that we can assist them accordingly. 
Tip: If you can't find their plan using their name, you can look up the email address associated with the account by following this procedure. 

Pause Examples

In the following examples, a customer contacts us because they are looking to pause or cancel their account. In cases like these, we will offer up to 3 months of no payments. 
To proceed with this ticket, you must....
  1. Get their approval to pause billing for (up to) 3 months
  2. Push out their billing date in SamCart (See Pause Payment under Procedures to Know)
  3. Confirm this change and next charge date with the customer.  

Question 1

My business is really slow right now and I can no longer afford LGPass. Can you please cancel my subscription? 

Response 1

Hi [CUSTOMER FIRST NAME],
Sorry to hear that business is slow. If you'd like, we can pause your payments for the next 3 months and then revisit if you would like to cancel your subscription. However, if you're sure you'd like to cancel your subscription to LGPass now, I can certainly do that. 
Let me know your preference and we can go from there. 
To Engineering Your Success, [YOUR NAME]

Question 2

Can I “hold” my LG Pass payment (that is due next week) for the next 2 months? My business is very slow right now.

Response 2

Hi [CUSTOMER FIRST NAME],
We understand and are happy to help! Your next billing date for LG Pass was set for [DATE]. I have moved it to [NEW DATE], so you will not receive another bill for [#] months. 
We hope things pick up for you soon!
To Engineering Your Success, [YOUR NAME]

Downgrade Example

In this example, a customer does not want to continue paying for the top tier LG Pass plan. When this occurs, we will recommend that they downgrade to our next tier option.
To proceed with this ticket you must...
  1. Have the customer purchase the LG Pass Silver Plan and have them confirm this purchase with you.
  2. Confirm their purchase of LG Pass Silver and the next bill date. (See Find LG Pass Plan  under Procedures to Know)
  3. Cancel their old subscription immediately. (See Cancel Subscription  under Procedures to Know)
  4. Confirm this change and next bill date with the customer.

Question

I started using LG Pass in Flight School and I didn't realize it would cost $197 a month for my subscription. Unfortunately, my business cannot afford that currently. Is there any sort anything you can do? 

Response

Hi [CUSTOMER FIRST NAME], 
Thanks for reaching out! I see you're currently on the LG Pass subscription plan. I'd be happy to downgrade you to our LG Pass Silver plan for $99 a month. You get access to all the same features, except you will now only have 5 support calls available to you a month. 
If you would like to downgrade to LG Pass Silver, please use the following link to purchase our LG Pass Silver Plan: https://landgeek.samcart.com/products/lgpass-silver
As soon as you have done this, please let me know and I will cancel your current subscription and provide you a confirmation once I have completed this. 
To Engineering Your Success, [YOUR NAME]

Followup Response

Assuming they accept the downgrade

Hi [CUSTOMER FIRST NAME], 
Thanks for confirming your purchase of the LG Pass Silver plan. I've gone ahead and cancelled your LG Pass  subscription. The next billing date for LG Pass will be on [DATE].
Please let me know if there is anything else I can do for you. 
To Engineering Your Success, [YOUR NAME]

Discount Example

In this example, a customer has a current subscription but cannot afford even our lowest tier LG Pass Plan but would like to continue using the software. When this occurs, we are willing to offer them a discounted price on our products to continue their subscription. 
Since we cannot add a discount to an active subscription, we will need to have them purchase a new subscription with a 50% off discount. 
To handle this ticket you will...
  1. Provide them with their current product with a 50% discount link pre-applied (See Pre-Apply a Discount under Procedures to Know)
  2. Instruct the customer to inform you when they've made their purchase
  3. Upon confirmation you will cancel their old subscription. (See Cancel Subscription  under Procedures to Know)
  4. Confirm our actions and let them know their next billing date. 

Question

I hate to have to do this, but I think I may need to cancel my LG Pass subscription. I can't afford it right now, unless you are offering any discounts? I appreciate your help. 

Response

Hi [CUSTOMER FIRST NAME], 
Thank you for letting us know and we'd love to help. I see you're currently on our [PRODUCT PLAN] for [PRICE] a month. I am happy to provide you a 50% discount on your monthly subscription. 
In order to do so, we will need to cancel your current subscription and have you checkout with a new subscription.
If you're interested, please use the following link to purchase your new subscription: [LINK]
Once this is complete, please let me know and I will cancel your current subscription ASAP. Thanks!
To Engineering Your Success, [YOUR NAME]

Cancellation Example

In this example, we have already tried to provide them with a discount or pause in payments, but they would prefer to fully cancel. 
To handle this ticket you will...
  1. Cancel their subscription in SamCart (See Cancel Subscription under Procedures to Know).
  2. Inform the LG Pass team to deactivate account (See Set LG Pass Expiration under Procedures to Know).
  3. Confirm our actions with the customer. 

Question

Thanks for offering a discount, but unfortunately, I really just need to cancel my LG Pass account altogether. 

Response

Hi [CUSTOMER FIRST NAME], 
We understand and are sorry to see you go! We've cancelled your subscription to LG Pass as of [MM/DD/YY]. 
Please let us know if there is anything else we can do for you. 
To Engineering Your Success, [YOUR NAME]

Procedures to Know

Find LG Pass Plan

  1. Login to SamCart
  2. From the top menu, tap Activity > Subscription
  3. Search for the customer in the search bar using their email or full name. 
  4. Tap on the subscription ID
  5. Check the Product Name to see if it includes LGPass
    1. If it does, continue to the next step.
    2. If it does not, continue searching their subscriptions until you find it. 
  6. Once you have found their LGPass subscription, take a look at the product name to confirm their current pricing tier. 
  7. Save a link (or ID) for this subscription/order in your ticket notes so it is handy for later use. 

Pause Payment

  1. Login to SamCart
  2. From the top menu, tap Activity > Customers
  3. Search for the customer in the search bar using their email or full name. 
  4. Tap on the customer ID
  5. Under ORDERS, tap on the first order ID in the order summary look for LGPass. 
    1. If you do not see LGPass in the order, exit this order screen and search their orders until you find LGPass in the order summary. 
  6. Once you've located LGPass in a customer's orders, under Subscription Summary, tap the subscription ID. 
  7. Under Change Next Billing Date, use the calendar tool to change the billing date to the agreed upon date by you and the customer. Remember, you can pause billing for up to 3 months!
  8. Exit the calendar and wait for re-billing date updated popup, then close the screen.

Cancel Subscription

  1. Login to SamCart
  2. From the top menu, tap Activity > Subscription
  3. Search for the customer in the search bar using their email or full name. 
  4. Tap on the subscription ID
  5. Check the Product Name to see if it includes LGPass
    1. If it does, continue to the next step.
    2. If it does not, continue searching their subscriptions until you find it.
  6. Confirm you are on the correct subscription!
    1. Warning: This is very important. If you are downgrading someone, you want to make sure you are canceling the correct subscription. Please be sure to triple check your work here. 
  7. Tap Cancel Subscription
  8. In the popup, select Cancel subscription at the end of it's billing period (mm/dd/yy)
    1. Make note of the date for the end of the billing period. You will need this to set the LGPass expiration date and for your response to the customer. 
  9. Tap the orange Cancel Subscription button

Set LG Pass Expiration

  1. Log into https://www.lgpass.com/app/dashboard.php
    1. Username/email: rossimcdonough@gmail.com 
    2. Password: tlg1028$
  2. In the menu, select Admin then tap LGPass Accounts
  3. In the search bar, search for the customer by name or email and hit Enter on your keyboard to search
  4. Once you find the customer, tap the ➕or ❌ to change their subscription status. 
    1. If it is a ❌then move onto step 5. 
    2. If it is a  ➕then tap Add Subscription in the pop up, then check the ❌that appears after and move onto step 5. 
  5. Change the New Status field to Active. 
    1. Note: If you are immediately deactivating the account, then set the status field to Expired and set the expiration date for today. 
  6. Set the expiration date to for the end of billing period date provided in SamCart. 
  7. Tap Confirm. 

Pre-Apply a Discount

  1. Login to SamCart
  2. Tap Products from the top menu
  3. Search for your product in the search bar
  4. Tap the preview icon for your product
  5. On the preview page, copy the whole URL
  6. Add the following text to the end of the URL /?coupon=TLGS50OFF

Example: https://landgeek.samcart.com/products/lgpassmonthly would be  https://landgeek.samcart.com/products/lgpassmonthly/?couponTLGS50OFF