General Frequently Asked Questions

Q. Some Passpack functions, such as Search, have stopped functioning. Is there a quick fix?
A. If some functions, such as Search, stop functioning, please log out of Passpack, clear your browser's cache and history, and log back into Passpack. If that does not solve the problem, please contact Passpack Customer Service at [email protected].

Q. Passpack is not auto-logging out quickly enough for my security preference. Can I change the setting?
A. Passpack is automatically set to logout users after one week of inactivity. This can be changed in the settings menu to various time durations, the shortest of which is five minutes. Launch the Passpack app, click Settings, and then select Session Settings. From this screen, you can choose the Timeout and Log-out durations. Please refer to the section in this User Guide titled “Session Timeout & Lockout Settings.”

Q. Some of my Team Members have lost access to their Passpack accounts. Can they be restored?
A. Yes. Please get in touch with Passpack Customer Service at [email protected]. This is easily corrected. The issue concerns how the Team Members are connected to the main Administrator account. Please supply customer service with the email address and username for the lost access account(s). Please refer to the section in this User Guide titled “Inviting Team Members & Adding New Licenses - Quick Start # 2.”

Q. I cannot access my account. I see a “License Expired Notification” message. What do I do?
A. The License Expired Notification is usually displayed when the payment method stored in the system fails to be authorized. This can be for several reasons; most commonly, the credit card on file has expired. The subscription is canceled if a Payment cannot be processed 28 days after the past-due notification is sent. Your Passwords are very safe; however, the payment method on file must be updated to access the account. Please go to the “Credit Card & Subscription” section of the User Guide to update payment details. If you have any questions or require additional support to regain access to your account, please contact us at [email protected].

Q. What is the cost of a Passpack Team License? Are they any prorated pricing options?
A. Regarding Passpack pricing, each active individual user's License is billed at $18.00/year for the Teams Plan and $54.00/year for the Business Plan.

The credit card is billed when the new licenses are added. However, the license cost is prorated for the first year of usage and then charged at the total annual rate for the next full subscription year. For example, if a license is added six months into the year, the credit card billing cost would be $9.00 (half of $18.00/year). Passpack prorates license costs down by the hour!

If a user is removed, the License remains active and can be easily reassigned to a new Team Member. This flexibility ensures you're always in control of your license usage, which won't increase the subscription cost. You can also reduce the number of licenses for the next subscription renewal, giving you more control and reducing the subscription cost.

This User Guide provides instructions on adding new Team Members from the License Manager and reducing the licenses if necessary. See “License Management.”

This User Guide contains a great deal of information on the operation of the Passpack security solution. If you need clarification or further assistance with any feature or capability, please do not hesitate to contact Passpack customer service with additional questions at [email protected]