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Account Center FAQ (for historic Track customers)


Why is my subscription moving to the Account Center?
The Account Center gives you one central place to manage your Track subscription, explore other Lucen products, and try new ones, all in one place. In Account Center, you can:

  • Manage your subscription and billing details in one place
  • Update payment information and download invoices whenever you need them
  • Explore other Lucen products under the same login

Will my subscription be paused or canceled after Sept 8?
No. Your subscription and auto-renewal will continue as normal, and your access to Track isn't affected.

Can I log in with my existing Track credentials?
Check the Subscription section of your Track workspace to see your billing email. If it matches your Track login email, you can log in with the same credentials. If it's different, create a new account at app.lucensoftware.com using your billing email, then set a new password to access Account Center.

I'm an Owner, but I can't manage the subscription in the Account Center. Why is that?
Before September 8, 2026 any Owner could manage the subscription directly in Track. In the Account Center, only one designated person can manage it, using the credentials created during first-time setup. Make sure to check that your email address is the one allowed to manage the subscription.

I logged in, but I don't see my subscription. What's wrong?
You may have logged in with an email that doesn't match your billing email. Log out and try again with the correct email. If you don’t know where the billing email is, check in the Subscription section of your Track workspace or reach out at track-support@lucensoftware.com.

What happens if I don't register for Account Center right away?
Nothing changes with your Track subscription or auto-renewal in the meantime, but you won't be able to view or manage your subscription details until you've completed registration. We recommend doing it as soon as you can so you have account management access without any delay.

I'm trying to register, but it says an account already exists with this email.
This usually means a teammate has already registered using your workspace's billing email, most often whoever originally set up billing. Check with your team before creating a new account, or reach out to us if you're not sure.

Where can I find a walkthrough of the registration steps?
Check out the full written guide here.

Where can I ask questions about my subscription in the Account Center?
Feel free to reach out anytime at track-support@lucensoftware.com.