Forum Discussion

directionmvp's avatar
directionmvp
Active Contributor
22 days ago

Hamachi Standard paid in full 2 months ago now vanished and no support!?

Yesterday we found out most users could not access our server from Hamachi. After some searches, we found out our PAID Hamachi Standard service (32 users) has reverted to a free 5-users service. We followed the troubleshooting, but there is no other option to choose than the free 5-users when we look into Subscriptions. We have created a case, 21484989, for which no one has answered yet after more than 24 hours. The renewal has been paid in last march, and is marked as "PAID" in your system. There is NO reason for this to happens.

We heavily rely on that service, we are not using it for fun. Is there any way to get some support in a timely delay?

Also, as other users mentioned, the option to subscribe to Hamachi is no longer visible on your website. Nowhere. If this is because you no longer need our money, at least let us know before you silently kill it. We'll ask our IT to setup something we can rely on.

One last thing: Have you really tested your website under Chrome or Edge? Accessing the "My Cases" only gets the page to refresh over and over, showing "No cases" every time.

Regards

Disgruntled once happy and faithful Hamachi customer

3 Replies

  • GlennD's avatar
    GlennD
    GoTo Manager
    22 days ago

    The renewal attempts continued into April during the grace period and continued to fail. It is possible your Bank or Credit Card provider may have declined the renewal attempts as potential fraud. As the grace period ended so did your subscription, so you will need to purchase a new Standard subscription. Please have the Master Account Holder follow these steps:

     

    1. Sign in to your Hamachi account on our website logmein.com
    2. Select Networks on the left, then select My Networks
    3. Click on the Buy Hamachi Subscription button
    4. Select Subscription you want and follow the directions

    If the purchase fails with the current Billing Info please contact your Bank/Credit Card provider to check if they declined the transaction.

  • directionmvp's avatar
    directionmvp
    Active Contributor
    22 days ago

    Hi,

    Thank you for your quick reply. As mentioned in the case, we have verified and corrected the Billing information. The card was replaced around the end of March so that may explain the issue with the payment. I still don't understand why it was still being shown as "paid" then.  You should be able to proceed with the renewal any time now.

    In all cases we should have been able to purchase another subscription, but Hamachi was nowhere listed in the available products.

    Thank you.

  • GlennD's avatar
    GlennD
    GoTo Manager
    22 days ago

    Hi directionmvp, welcome to the community.

     

    I apologize for the frustration. I asked support to review your account and the renewal in Mark was unsuccessful, so your account has been in  a grace period since then and it just ended. I believe there should have been an email notification that the renewal payment was unsuccessful, and I plan to research why you did not see a message in your account telling you.

     

    You will need to update the billing information that we have on file before you can reactivate your subscription.