I have three Hubitat Hubs (all Model C-7) - two of them are physically located at my apartment where I am staying now and one of them is located in another country.
All three Hubs had Remote Administration Active for the last two years and I could operate all Hubs remotely.I still can operate two of the Hubs remotely in my current location.
Recently I noticed that the Hub located in the overseas house was unable to connect. Then I noticed that the subscription was on hold only for that Hub because the credit card had expired. As I had not received any alert regarding the expired credit card, I had missed updating the credit card in Hubitat subscription.
Today I updated the credit card. However, the remote Hub could still not be connected even though the Remote Administration had been activated.
So I tried de-Registering the Hub in order to Register it again. Perhaps that was a mistake. Now I fail to discover the Hub in my account.
My question is : Will I be able to re-register the Hub located in another country for Remote Administration which had been active for this purpose before? Or do I need to be physically present at the location to re-register that Hub again?
am unable to ask this question directly to Support because the online form requires the Mac Address of the Hub which I do not have.
A few thoughts about your issue and some answers to your questions:
You don't need to "re-register" and also you don't have to be physically present at the location to (re)activate the hub's service.
If the payment was declined by your bank more than 5 times, our payment processing provider will not attempt to charge the account again, so the service should have been automatically cancelled so you can resubscribe to the service with a new payment method.
We have had a few reports lately that the service isn't terminated and the account remains in a state of permanent "hold". We are working to resolve this issue. The current work-around is for us to manually cancel the service. You can create a subscription case using the mac address of any of your hubs, or you can send me a private message along with your account details.
Is the oversees hub registered with the same account as the other hubs? The reason I am asking is that one Remote Admin subscription on any of your hubs enables Remote Admin service for all hubs registered with the same account. You do not need to have multiple Remote Admin subscriptions for your hubs.
Yes. As far as I know there is one account under which all the hubs were displaying in the Remote Administration screen. I will send you separate message with the relevant screenshots I have for a better explanation. I will create a subscription case. I think there are no issues with the credit card; The other two hubs are still on display and I can connect to them through the Remote Interface. But that is probably because I am physically present where the hubs are.
No need to create the subscription case. The details you sent me in the message were sufficient to allow me to further investigate.
Here is what I found:
The hub you have in another country has been de-registered and will need to be added back to your account (for this part you would need to be on the premises).
The account has been on "Hold" since August 24, 2023, so the Remote Admin service is no longer active.
The payment has failed more than 5 times between August 24 and August 31st of last year - you should have received payment failure notification at that time.
Your subscription was not cancelled automatically as it should have been, last year. I have manually cancelled the service now, so you can subscribe again with a new payment method you should receive an email notification of the cancelation).
Once you resubscribe to the service and Remote Admin is active on your account, please let me know via private message, as I may be able to help you register your hub from our end so you can use the Remote Admin on that hub.
