I guess this is for @bobbyD because I can't figure out any other way to contact you folks, including the payments section of the website. My credit card company issued a new # for the card used for Hubitat a couple of months ago. When my annual Hubitat subscription came due this past week the charge was declined (as it should be) and I got a message from Hubitat informing me of this and telling me the charge would be reattempted in 12 hours. It immediately showed the subscription as cancelled. I updated the card within 6 hours of the message but Hubitat never attempted it again and now I've lost cloud access and for all I know, my backup. Could you folks please address and fix this? Out of the many subscriptions for various services attached to that card you are the only service that 1) didn't automatically recharge the card with the new number 2) immediately cancelled the service and 3) required me to send a message like this. Thanks in advance for addressing this. I do think you need to improve this element of your services please.
You also might go here, and submit a form for "other"
Or here and submit an "account problem" issue:
Thanks. No response but it's Saturday, (well, now just became Sunday) so understandable. Sent message to the subscriptions support page with all requested info. Just amazed that the subscription was immediately cancelled and no way to restart it after about 5 years of having it. No option except buy again and that seems like an odd choice with no idea as to what that does to backups, etc. This really needs to be improved.
So..... It's now Tuesday, just after 1 PM Eastern US time. I posted the note above on Saturday, and filled out the form at the "Subscriptions - Hubitat Support" link noted above. In my post I flagged @bobbyD . Crickets. No response to anything. And all I want to do is restart my long-standing subscription. This is just not right, folks. Why on earth you cancel the subscription of a longtime customer the first time their credit card doesn't go through (new number after it was comprimised) is just ridiculous in the first place. No warning, a not-accurate statement that you will try again in 12 hours, no way to just restart the subscription by entering a new credit card, and then no response to a customer who just wants to pay you for remote and hub protect. Is anyone at Hubitat listening?? @support-agent
I completely agree, and I sincerely apologize for the inconvenience. We’re currently rebuilding the backend of our store to permanently resolve these issues and ensure a smoother experience moving forward.
While this seems a harsh measure, it was necessary to be implemented because currently, our payment provider does not allow reprocessing of failed payments, even after an updated payment method is added. As a result, the account would be placed on hold and unable to renew or resubscribe, which would interrupt the service coverage. Canceling and allowing a fresh subscription ensures continuity and prevents the account from becoming locked in that state.
The good news is that this process will no longer be necessary once we complete the development of the new store, which will give us much more flexibility in managing subscriptions and payment retries.
I appreciate you folks now addressing this with a reply. And, it's good to hear that your new payment processor will be able to handle things in a manner similar to others in the modern world. From what you are telling me, I must start over with a fresh subscription - there's no saving the old one. Hmmm... Fair enough. Let me think about that and figure out what to do. Sounds like I might be better off waiting for that new system. I had that subscription primarily to support Hubitat in a small way with ongoing revenue, but that seems less necessary now. It was useful, but not necessary. A good opportunity to reevaluate.
Thank you for your thoughtful message and for supporting Hubitat over the years — we truly appreciate that. You’re exactly right; at this time, our current system requires creating a new subscription rather than reactivating an old one. The transition to our new store and payment processor will make this process much smoother going forward, eliminating these kinds of limitations.
Also, could you please confirm if you received the email we sent yesterday, offering one year of free Remote Admin service as an apology for the inconvenience this issue has caused? We just want to make sure it reached you properly.
Your continued support means a great deal to us, whether through an active subscription or simply as part of our community. Once the new system is live, we’ll share more details so you can decide if and when you’d like to re-subscribe under the improved setup.
Thank you again for your patience and understanding as we improve our system.
I had not seen that message, but went to that email account, saw it, and took advantage of the offer. Thank you for that. And as a sign of good faith, I went ahead and signed up for Hub Protect for the second device I have now, at the regular price. So, I remain an active "subscriber" and have "returned to the fold".
FWIW, I WANT to support you folks. I WANT you to be successful! Just please, make it easier to do business with your company. The difference between a customer being a raving fan and someone annoyed with the company is often something small, like being reminded that a new credit card number is needed (when you are one of many services that must be dealt with after some creep stole the previous number). I look forward to the new store. Thanks for investing in whatever it is.
Thank you! Unfortunately, that part may not be possible to implement, as our payment processing provider securely stores credit card information to protect your privacy. However, there’s no reason we shouldn’t be able to improve the overall experience — for example, by notifying users a week in advance before a payment is processed, and allowing time to update a payment method if it fails so the new one can be reprocessed automatically.
None of these steps are in place yet, as you’ve discovered, but we’re actively working to eliminate these inconveniences going forward.
