Same time as last month - No access - saying my free trial has expired (I pay monthly by direct debit and am not on a free trial!)

Problem reported by Paul Barnes 5 years ago

Kicked me out at midnight (perhaps its trying to tell me something!!).

Like last month same message: "Your free trial has expired. Until you sign up for a subscription, all you will be able to see is the Dashboard."

Please fix again and find out why it is doing this

7 Replies

Hi Paul,

I can see your subscription renewal date is always the 6th of the month. There is always a short period between someone's subscription ending and being automatically rolled over, during which there is technically no subscription on the account. It would have started the roll-over at midnight. So the old subscription ended at that time and generated that message, but then the new one was being rolled-over just after; which can sometimes take up to 2 hours to complete. So that would have been the reason why you were temporarily locked out. But I can see that everything on your account is in order now.

Unfortunately this isn't something that can be fixed, as it is just how the roll-over process works on the system. So all I can advise really is to expect a brief period of downtime on the system, between midnight and 2 A.M, on the 6th day of each month whilst the subscription renews. Please accept my sincere apologies for any inconvenience this may cause you.

All the best,

Natasha

Same thing is happening to me now....

So its not fixable?.... the system has a bug and you can't fix it?

I've been locked out of my account since midday today, that is not a 2 hour window Natasha...

Hi Tony,

It isn't a bug, it's just how the roll-over works. There's always a short delay whilst the system renews the subscription between 12 to 2 in the morning, for customers on the Clear Books payment system.

I just checked your account and can see that you are on a different payment platform to Paul. Your subscription is processed through your Fubra Passport. I have contacted a colleague there to check your account and see why it has locked you out. In the meantime I have added an override to your account, so you will be able to access everything as normal whilst they investigate.

Alternatively, I can migrate your payments from Fubra to Clear Books if you wish. Which will make it easier to manage your subscription directly on your Clear Books account.

All the best,

Natasha

Hello Natasha,

No thank you... I will only be needing Clearbooks services for the next 4 weeks as I intend to take my business elsewhere... The lack of decent support is criminal and I can't be dealing with the stress of having to go through this crap every time Clearbooks screws up.

Thanks Natasha - it was all back up and running by the morning. I do have sympathy with Tony as it is frustrating to get kicked out for any period of time at any time of day. I'm no computer whizz but I would say that I can renew my antivirus cover, my monthly Office 365 subscription etc etc without any of those services being down for a couple of hours each month. So there has to be a way to do it.

Hi Tony,

I'm very sorry for the poor service you have received so far and for the undue stress this has caused. I have just responded to the ticket you sent in, so I will discuss this issue with you in more detail there.

All the best,

Natasha

Hi Paul,

I can totally understand how frustrating it must be, especially when you're in the middle of a task and losing work because of it. You make a fair point regarding other subscription systems too, but at the moment ours always has that time-window for roll-overs unfortunately. I have, however, raised this with the development team to look into and see if there is any way of making any improvements to the roll-over time. The current resource is focused on the priority works being done on system performance and speed, but hopefully it is something they can review once that work has completed.

All the best,

Natasha

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