Attempts to subscribe to Protect Plus negates access to prior videos

My partner considered changing from Basic plan to Plus plan. She was unsure of some of the info needed so she cancelled the procedure. In doing so, the Basic plan was somehow also cancelled.A plan is now in place. However, all previous videos display a message "Recording Does Not Exist".How do we retrieve access to these videos? Some are crucial to a criminal investigation. I feel this represents a tremendous failure in the program's integrity. Surely, there are internal procedures for recovery since there is no option to even remove these videos from the list.