Upgraded to Ultimate Security Family Plan — "Add Members" option doesn't exist. Also only 1 password manager acct?

Question

Hello, BD Experts!

My annual sub renewed 15 days ago, and I decided to switch to the Family Plan since it covers 5 accounts / 25 devices and includes Password Manager for all 5 accounts (screenshot 1, from Bitdefender's own support page comparing Family vs Individual plans:

https://www.bitdefender.com/consumer/support/answer/94159/

). Worth noting that page also says Individual plans don't include Parental Control, but I've had Parental Control the whole time on what I thought was a fairly standard setup. I think I purchased the parental control as a separate package in the past but haven't seen it on my sub page for years now come to think of it, so I'm not totally sure how that maps to my account history and being able to use the Parental Control features the whole time.

Before buying, I reached out to Bitdefender support via chat about switching to the Family Plan; they were quick and helpful, refunded my current sub, and advised me to just purchase the Family Plan separately. I then saw in Central that my old sub showed as "expired 15 days ago," so I went ahead and bought the new one.

I removed all devices from the old sub until it showed zero devices in use, then rebooted every device and re-logged into the Bitdefender app.

Per Bitdefender's instructions (same support page), the Family Plan subscription in "My Subscriptions" should show an "Add Members" button, plus a "Family group" tab if you have both individual and family subs. Mine has neither, just the subscription details and install/setup buttons, no way to invite anyone.

I contacted support. They confirmed it's a known bug for some customers, but nothing about this posted on the support/status pages that I can find. I also later noted that my "SecurePass" under the family plan only shows 1 user, which concerns me as I got the family plan almost exclusively so they could all manage their own passwords as advertised in the Family Plan Guide.

* Are SecurePass accounts supposed to be available for all 5 family members, per the Family Plan Guide?
* Is there a way for me to track this known issue as an affected customer? 
* If there isn't a clearly defined ETA or way for me to track the issue, would it be better for me to refund the family subscription while I can and purchase it under a new email I haven't used with Bitdefender? I would lose my history which is unfortunate but I would prefer to get the working product if a fresh account would not be affected.

As a software engineer myself, I understand the difficulty in rolling out new features that overlap/conflict with existing ones in older versions; I also know how tricky and drawn-out the process can be 😁 I've made a post on Reddit with screenshots here: https://www.reddit.com/r/BitDefender/comments/1vk8z3w/upgraded_to_ultimate_security_family_plan_add/

Thanks for your feedback!

Alexandru_BD · Answer

Really happy to hear this and thank you very much for the kind words. The Support team works really hard to assist everyone who requires their help and guidance in a timely manner, so your appreciation goes a long way. If you want to share your experience with the world, keep in mind that Bitdefender is also on Trustpilot, and your opinion matters:

https://www.trustpilot.com/review/www.bitdefender.com

Thank you once again!

Mighty Myth · Answer

Thank you, @Alexandru_BD !

I have to admit that my concerns were rather unfounded. 2 days ago support reached out to me explaining that the situation was fixed, and sure enough, after logging out from all Central sessions and logging back in, all options were there.

Yesterday I got my family set up with their own accounts and logged into SecurePass and everything is working as expected. Having the family all on secure pass is great as well; folder sharing and the group feature are fantastic!

Massive kudos to the Bitdefender team; I have come to expect very long fixes for things like this from companies as big as bitdefender but they have truly shown their commitment to customer experience here.

Bravo

Alexandru_BD · Answer

Hello,

Ultimate Security Family Plan does provide 5 accounts for SecurePass indeed.

The ticket number automatically generated following your support inquiry would be the reference here, however, the case cannot be tracked live using it. Based on my findings, one of the Bitdefender Support engineers replied to you yesterday. On the forum, we the members and moderators don't have access to account information, so we can't really advise here. I think there isn't a clearly defined ETA for a resolution, most probably because they are not yet sure what's causing this, and they are still investigating as we speak. But If there's an issue with your Central account, they will sort it out, eventually. There could be an isolated subscription conflict, in the context of transitioning from a previous product version to a newer plan structure.

Parental Control was included in previous suites, before the individual/family plans were released. Since then, this feature is only available with the family plan.

If possible, do keep us updated here as well, so we can find out what was the root cause and help others who may find themselves in this situation.

Thank you!