February 17, 2015

A note from customer support (updated)

We are deeply sorry to anyone affected by what we’ve determined to be a software bug in our billing system.

Due to the bug, we did not properly process cancellations for a small percentage of customers whose subscriptions were appropriately cancelled by Sprint. Those customers who cancelled through the Lookout app or website were not impacted.

We have deployed a fix to the problem.

We take this matter very seriously and will be working closely with Sprint to issue refunds to all affected customers.

Above all else, our mission is to make people feel safe and secure while using their mobile devices. We are taking the necessary steps to ensure that our customers don’t encounter similar technical issues in the future.

If you have experienced this issue, please email us at [supporthotline@lookout.com].

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