Expired LG Pass Account

Expired LG Pass Account Overview

Customer who gain free access to LG Pass through our coaching programs will have their account set to automatically expire when their time is up. As a reminder, here is what students get:

• Flight School students receive LG Pass free for 6 months with their purchase. 
• Coaching students receive LG Pass free for 12 months with their purchase. 

30 Days prior to their account expiring, customers will receive a notification within LG Pass informing them to sign up for the software by purchasing a subscription here: https://landgeek.samcart.com/products/lgpass-silverplan/

Once the customer signs up for a plan it should automatically remove the expiration date, however, sometimes this does not happen. 

If the customer does not sign up for a subscription within 30 days, when they try to login they will receive a notice that their account has expired.

See examples of common tickets below. 

Expired Account (Purchased Subscription) Example

In this example, the customer has purchased a subscription. In this step we will want to...

1. Confirm the customer does have an active subscription to LG Pass (See Find LG Pass Plan under Procedures to Know).
2. Extend their subscription (See Extend LG Pass Expiration under Procedures to Know). 
3. Confirm our actions with the customer using the below saved response. 

Question

My LGPass account is telling me it's expired, but I just paid for it last week. What's going on?  (When you have to use the LGPass Spreadsheet)

Response

Expired Account (No Subscription Purchased) Example

In this example, we find that the customer has not purchased a subscription plan. So in this case we... 

1. Discover the customer does not have an active subscription to LG Pass (See Find LG Pass Plan under Procedures to Know). 
2. Respond to the customer

Question

It says my LGPass is expired. What do I do now?

Response

Hi [CUSTOMER FIRST NAME], 

Thanks for reaching out! In order to continue using LGPass you will need to sign up for a subscription. You can sign up for LGPass here: https://landgeek.samcart.com/products/lgpass-silverplan/

To Engineering Your Success, [YOUR NAME]

Procedures to Know

Find LGPass 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
6. If it does, continue to the next step.
7. If it does not, continue searching their subscriptions until you find it. 
8. Once you have found their LGPass subscription, take a look at the product name to confirm their current pricing tier. 
9. Save a link (or ID) for this subscription/order in your ticket notes so it is handy for later use. 

Extend LGPass 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 read the following scenario and move onto the next step
   1. If the customer has an active paid subscription and should have no expiration date (previously 2199-12-31), then move on to Step 6
   2. If the customer does not have an active paid subscription, but is getting an extension from one of our programs (Flight School or Coaching), then move to Step 7
5. Tap the ➕If it is a  ➕then tap Add Subscription in the pop up
6. Tap the ➕or ❌ to change their subscription status. 
   1. If it is a ❌then do the following: 
      1. Change the New Status field to Active. 
      2. Set the expiration date to for the end of billing period date provided in SamCart. 
      3. Tap Confirm. 
   2. If it is a  ➕then tap Add Subscription in the pop up, then check the ❌that appears after and do the following. 
      1. Change the New Status field to Active. 
      2. Set the expiration date to for the end of billing period date provided in SamCart. 
      3. Tap Confirm.