Most of this topic is from a previous issue another user had, but my problem seems to be the same!
My Hub Protection service has been cancelled due to Habitat's lack to act and answer e-mails.
My credit card had expired and your mail said you would retry the payment within 12 hours. I updated my card info right away and wrote your support.
You clearly didn’t retry the payment 12 hours later and you never answered my e-mail.
I after the failed payment I e-mail both your support address and subscription address and got a reply, but I still can't purchase/renew the subscription I've had for YEARS.
Could one of you please make sure you reactivate my Hub Protection subscription with the previous price level?
The old support / subscription emails boxes are generally not monitored and I think they send back an auto-reply stating as such. The best place to reach out is via this Subscriptions form: Subscriptions – Hubitat Support
Or Bobby will probably reach out to you here as well once he sees this post.
Unfortunately, if a payment fails three or more times, our processing provider will not allow us to retry it. In those cases, the subscription is automatically canceled, and we’re unable to reinstate it on your behalf. However, you can easily resubscribe to the same service using a new payment method.
We’re actively working on improving this process by adding reminders before your due date, giving you time to update your payment method and avoid interruptions.
If you have any questions about Hubitat subscriptions, please don’t hesitate to reach out by creating a subscription support case as mentioned above.
I did reach out to Hubitat Subscriptions and Got a reply. I have replied to their Email, when I try to add a subscription I get "Sorry this this product cannot be purchased"
then I get
" * Hub information missing.
You should consider using a provider that offers automatic credit account updates. Saves hassle for customers and money/hassle for businesses. As a person who recently lost a card, it seems >50% of businesses seem to be using an auto updating service now.
That's the upside to such a feature. The downside is if the card has been actively compromised and then all the fraudulent accounts get automatically updated too. I imagine this why the practice isn't more widely adopted.
I’ve noticed recently (after I had to cancel a stolen card #) that Apple Pay and similar electronic wallets tend to update automatically.
I think that’s reasonable from a fraud perspective, because the bad guy has no way to access my Apple Pay, or the new cc # that Apple Pay has been linked to automagically once the new card was generated.
But IIRC, merchants that had the actual cc # needed a manual update from me.
One would hope that if the card issuer has a process for automatically updating the card # on file at merchants that use a payment processor supporting such a feature, that the card owner has an opportunity to review and dispute fraudulent accounts that were created before the compromise was detected.
Similar to how we are able to dispute individual charges now.
ETA: Making that feature optional would be even better, IMO. Everyone has a different tolerance for convenience vs. security.
I'm basing that consideration from some new-number horror stories I've read on r/personalfinance over on Reddit.
For some folks, it's been a long and frustrating game of whack-a-mole trying to get things sorted since fraudsters just need to see & capture that refreshed new number one time somewhere in order to keep this cycle going.
With the payment issues aside, I expect the main thing people like @cjrad63 and others are interested in is whether their subscription will still be honoured while the payment issue is sorted out? Personally I'd like to think there is a grace period, acknowledging the attempt to make a payment.... Admittedly I don't currently subscribe, so can't claim any stake in the game... I can only lean on my longevity posting in the Community... (but don't look too closely at my history )
