Hub Protect subscription status

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1

Hub Protect subscription status Pending Cancellation.
When signing up 3rd hub the multi-hub code didn’t apply. Need to cancel subscription and re subscribe with the multiple hub discount.
Ref: Subscription #300200

2

Tagging @bobbyD

3

Unfortunately, we cannot issue a refund, so if we cancel the service, you will need to pay again at discounted price. Instead, I can re-activate your subscription and apply the multi-hub discount going forward. It is unfortunate that you had missed applying the discount on your order. For others who might be following this topic, please be sure the code is applied before submitting the payment.

4

Great. Re-activate my subscription and apply the multi-hub discount.

5

Done! Thank you for using Hub Protect.

6

I have a "Pending Cancellation" for "Hub Protect" just sitting on my account and an "Active" subscription for the same Hub. I must have messed up and activated a new subscription while my prior one was being extended. I want the Pending one to go away and keep the Active one valid. Please help.

7

Could you please send me a private message with a screenshot of what you see along with your hub and account details?

8

Sent images (I hope)

9

Thank you for the details. Looks like the payment on the subscription from 2021 failed, and because the payment was missed, the service was suspended on May 28 and later cancelled. Then on May 29th you subscribed again and that is the active service you see. I cancelled the 2021 service effective today, so you should see one subscription cancelled and one active now.

10

I refreshed page and it now shows cancelled. Thank you.

11

Hello,
I received an email
‘Automatic payment failed for order 524308’
Payment information was not on file, so I entered it prior to the retry in hope the following orders are processed.

Order number: 524309
Order date: May 2, 2025
And
Order number: 524308
Order date: May 2,2025

Can you please look into this matter?
Thanks [quote="tomfisher, post:1, topic:93350, full:true"]
Hub Protect subscription status Pending Cancellation.
When signing up 3rd hub the multi-hub code didn’t apply. Need to cancel subscription and re subscribe with the multiple hub discount.
Ref: Subscription #300200
[/quote]

emphasized text

12

As mentioned in your private message, earlier. I see one active subscription for a Hub Protect with multi-discount (subscription id 422681). All others have been automatically cancelled. We have a process that cancels subscriptions with failed payments for more than 3 days. We had to implement that process because our payment provider will not attempt to reprocess an order if the bank rejects the payment more than 3 times. You should be able to resubscribe the hubs for which the service was cancelled.

14

I'm just getting to this as I was out of the county and wasn't able to investigate without being in front of my computer. I would like to have the subscriptions for OWG Order number 524309 (Hub Protect X 1 = $29.99 -$10.00 Discount)
and
OWB Order number 524308 (Hub Protect X 1 = $29.99 -$10.00 Discount)
processed with the payment method in the system.

In the email from Hubitat Subscriptions, they state that "The automatic payment to renew your subscription has failed. We will
retry the payment in 12 hours."
I immediately went in to see the payment method that was in the system and found it was missing, so I added it in hopes that the retry would work. Obviously it didn't run.
I suspect this issue may be related to the email change?

I then tried this. There is a link in the email that states
"To reactivate the subscription now, you can also log in and pay for
the renewal from your account page:"

https://shop.hubitat.com/checkout/order-pay/524308/?pay_for_order=true&key=wc_order_sUJYl34QihtgI&subscription_renewal=true

It Returns "That doesn't appear to be your order."

When adding a Add Hub Protect for OWM the cost is $45.00.

I Had 4 hubs subscribed to Hub Protect. A 3rd hub OWM was removed from Hub Protect subscription for some unknown reason?

My Hubs
OWB
9044f326-6e7f-48bb-97e4-3dc24a230ed2 NO Subscription

OWD
75ff67cd-36d9-4b0b-b7b6-aba60fe1aefb Hub Protect active

OWE
8a7c6c33-0b1d-421e-801f-bea05a8e0717 NO Subscription

OWG
99d0d6b6-6a35-4f9c-acf9-58aa0c0a8263 To be renewed per order

OWM
a8705358-65c0-4a09-9a53-527c1bb63e05 Re-instate Hub Protect

OWS
0df9085b-70fa-4587-bfe0-917472d0f210 NO Subscription

OWU
**6a8cdabc-1458-40a6-b6e7-c08cdabd1cbc To be renewed
** NOT OWB as shown on renew order

These Hubs were subscribed in the system so they should be locked in for the next 3 years as described in your terms.

I would like a complete review of my account(s) so I can proceed with the payments.

Regards, Tom

15

Please check your private message.