I think it's a pretty simple solution.... back in maybe November I changed credit cards. My subscription for remote admin stopped working as a result. I updated the credit card in my account but the status shows "on hold"
However, when I go into the hubitat app on my phone, it gives me an advertisement for remote admin of $2.99 per month and states "Remote Admin is active on this account"
I've sent emails and filled out the "remote admin" help form to get support to reach back out with no luck on either. Does someone have a phone number to be able to reach out to rectify this? I'm assuming my account is stuck in the middle of updating in some black hole somewhere
@bobbyd,
I'm having a slightly different version of @kieran problem. Beginning no earlier than three days ago, my subscription services have become seriously mucked up. Today I also sent a very thorough description of my problem through a message on the online support page.
When I try to go to Remote Admin, I also get the Remote Amin services ad page. But in the fine print of this page, I also see the phrase "Remote Admin active." Yet there is no way to access it.
To make matters worse, when I go to the subscription management page it list nonsensical services associated with my two active hubs. One hub has only the Hub Protect subscrption while the other hub has 2 active Hub Protect subscriptions and 1 active Remote Admin subscription. Yet none of this appears to be working.
I should also add this is not the first time this has happened to me. Which makes me wonder whether the problem was truly resolved before.
I really need to get these services up and working as soon as possible.
Thanks for the details. Since you mentioned that this was not the first time you reached out about subscriptions, I checked the history on your account and looks like the cases related to your subscriptions have never been resolved, as we didn't hear back from you.
On June of last year we pointed out that you have 3 active Hub Protect services, 1 monthly Remote Admin and no bundle as you believed you had. These 3 services are correctly reflected in your second screenshot.
Now, the problem with your first screenshot is a little more complicated, but the bottom line is that there is a gap of 1 day on your Remote Admin service. The expiration date on the hub was today (so the service is no longer active), but the renewal of your service is scheduled for tomorrow (so the service will be active again, tomorrow). It appears that there was an issue on the payment processing side, before, which delayed the renewal in the past. I am sending you a private message with our suggestion from last year on how you may want to consolidate your services.
I already did do this.... but didn't get an automated confirmation "we received your issue and are working on it" or anything of the sort..... so I don't have much faith that the ticket or form went anywhere or did anything. I'm not positive but I THINK I actually filled out the form twice.
@bobbyD , wondering if you can help with my initial request, getting my remote admin working again? Please/thanks
Have you used the form on our website or sent an email to support? I checked and we do not have a case for your community email account. Maybe you've used a different email?
In any case, your account was suspended since November and stuck on "hold". It should have been auto-closed, but unfortunately our system failed to do so. I cancelled your subscription so you can resubscribe to activate the service. Sorry for the inconvenience.
You will not get an email confirmation. The only confirmation is upon submission of the online form. After you click submit, you will see this message:
First, thanks for the help. I got the email confirming the cancellation and I was just able to go in and subscribe and enter my new credit card, it was charged, and I was able to access the remote admin.
I had sent an email to "subscriptions@hubitat.com" back on 1/5 and the online form I did (and I BELIEVE I remember seeing the confirmation but ASSumed that I would also get a confirming email) last week.
EITHER WAY, it's working and I'm good and I'm happy. Thanks for the help!