Account subscription and sign in issues

Issue	Cause	Solutions
I have a subscription but I’m still on the free plan/I can’t access the full version.	Your SMART Account email is not provisioned in the SMART Admin Portal. OR Your SMART Account is provisioned in SMART’s Global service region, but you are signed in to your SMART Account using the European service region (or vice versa).	If your school is managing your subscription, contact your school’s IT administrator (or the person in charge of managing subscriptions) and ask them to provision the email you use to sign in to your SMART Account. If your school is managing your subscription, contact your school’s IT administrator (or the person in charge of managing subscriptions) and ask them which service region you should use to sign in to your SMART Account.
I have a product key but can’t find how to use it to get full access to Lumio.	Product keys are not used to activate access to Lumio. Product keys are only used to activate access to SMART Notebook software.	If your school is managing your subscription, contact your school’s IT administrator (or the person in charge of managing subscriptions) and ask them to provision the email you use to sign in to your SMART Account.
I want to renew my subscription but I can’t figure out how.	Your subscription is part of a group subscription and managed by your school.	Contact your school’s IT administrator (or the person in charge of managing subscriptions) and ask them to renew your subscription. Or, if they have multiple subscriptions, have them to use SMART Admin Portal to provision you in an active subscription. If you purchased your own subscription, renewals are automatic. You can manage your subscription from the user menu in Lumio. See Managing, renewing, and canceling subscriptions.

Issue

Cause

Solutions

I have a subscription but I’m still on the free plan/I can’t access the full version.

Your SMART Account email is not provisioned in the SMART Admin Portal.

Your SMART Account is provisioned in SMART’s Global service region, but you are signed in to your SMART Account using the European service region (or vice versa).

If your school is managing your subscription, contact your school’s IT administrator (or the person in charge of managing subscriptions) and ask them to provision the email you use to sign in to your SMART Account.
If your school is managing your subscription, contact your school’s IT administrator (or the person in charge of managing subscriptions) and ask them which service region you should use to sign in to your SMART Account.

I have a product key but can’t find how to use it to get full access to Lumio.

Product keys are not used to activate access to Lumio. Product keys are only used to activate access to SMART Notebook software.

If your school is managing your subscription, contact your school’s IT administrator (or the person in charge of managing subscriptions) and ask them to provision the email you use to sign in to your SMART Account.

I want to renew my subscription but I can’t figure out how.

Your subscription is part of a group subscription and managed by your school.

Contact your school’s IT administrator (or the person in charge of managing subscriptions) and ask them to renew your subscription. Or, if they have multiple subscriptions, have them to use SMART Admin Portal to provision you in an active subscription.
If you purchased your own subscription, renewals are automatic. You can manage your subscription from the user menu in Lumio. See Managing, renewing, and canceling subscriptions.

Issue	Cause	Solutions
I can’t remember my password/I want to reset my password but can’t see how.	Passwords for signing in to Lumio are controlled by the email provider (Microsoft or Google) that you used to sign up for your SMART Account.	Use the password and email combination associated with the Microsoft or Google account you used for signing up for a SMART Account. If you need to reset your password, do so through your email provider (Microsoft or Google).