If the corresponding device for the subscription is reset or removed, the subscription will be automatically cancelled. If the end user claims to be unaware of the subscription cancellation, it is generally due to the aforementioned reason.

Process for handling issues: You can check the reset or activation records of the device logs and compare them with the subscription's unsubscribe time to confirm if the time is consistent, then it is for that reason.

Step 1: Find the corresponding subscription in the Smart Protect workstation and click to enter the details page to view.

Step 2，Find the corresponding device ID in the device management of the IoT platform and check the time when the device was removed or reset in the device logs：

a, If the device removal time and subscription cancellation time are the same, it indicates that the subscription was cancelled due to the user removing or resetting the device；

b, If these two times are inconsistent, you can submit an IoT platform technical work order to confirm the specific reason and provide the device ID and subscription ID.

2) Old product group and v1, v2 products.

Possible reasons for automatic subscription deduction failure include insufficient funds and payment timeout, which may result in automatic unsubscription after exceeding the payment waiting time. Customers can find the unsubscription record of the subscription in the management background of the third-party payment platform. Users can also check the subscription details and unsubscription reasons in the payment platform's APP.