Firetrust Support Forums

Hi,

I tried to log into my Hideaway application today and it simply went to a Trail Version screen, pausing and offering me the option of buying a license renewal. Some issues with this I am afraid.

I THINK it expired on 5th or 8th May but am not sure. Could an email have been sent out earlier (before expiry) to warn me that this was happening? Without this, I am suddenly being 'pressured' into buying another year's subscription at $39.95.

Are there any thoughts of a 'loyalty bonus' or anything for multiple product users? Some time ago I bought a lifetime Mailwasher subscription - any sign of similar for Hideaway or a 'multi product discount'?

Thanks,

Frank

Hi Frank

Sorry about the abruptness of this all, we were a bit late in getting renewal reminders out for some early adopters so you probably got missed off this list.

I've added another 4 months to your license now (you'll need to logout/in to see this) as we wanted to have the replacement HideAway 2.0 done by now, but you know...software..

We don't have a lifetime license on it because we also have the ongoing cost of servers used in all countries.

Hi

I have just received email reminders for my 2 licenses which expired 5 days ago. I had stopped using Hideaway because it slowed my browsing down too much. I have been using Hideaway 2 & that seems a lot better. I will buy a Hideaway 2 license once it is available.

Alan

Ok, good to hear the new beta is much better - it should be. We're getting there with the features, but you can use version 2 for free now

On May 17, Hideaway suddenly reverted to a trial license and shut itself off a few minutes later. I was very busy at the time so had no time to deal with it. Then I forgot all about it until I received a reminder a few minutes ago to inform me that my license would expire on the 26th, in 1 day's time. Today is the 24th so your math isn't very good.

My first thought was "why are they bothering to cheat me out of a few days?" but I then began worrying that I had already updated it for another year very recently. Nonetheless, I went ahead and paid for the license and it is working again. However, when saving the receipt to my Firetrust folder I found I had another receipt for the purchase of a year's Hideaway license on March 18 and I only purchased that because you sent me a renewal notice on that same day. This brings up 3 questions:

1. Why did my first year's license only last 10 months?
2. Why did my second year's license only last 2 months?
3. Why was I charged €39.85 the first year, €40.25 2 months ago, and €35.73 today?

Can you PM me your email address used for registering so I can check your licenses.

Just a few notes. We have our base prices in USD, so the Euro price is derived from that and fluctuates with exchange rates.

Apologies for the late renewal notice, we had some issues with emails not going out - normally these would have been sent out 15, 10 and 3 days prior to expiration.

We didn't start selling Hideaway until May last year, so I'm not sure where you got the purchase receipt for March 18? The other expiry notice of 1 day might be related to our server being on New Zealand time so we're a day ahead.

For anyone else reading the last 2 posts, I have sorted this out with Nick via PM.
What actually happened was that for reasons unknown to me, I got logged out of Hideaway in March and after logging back in again was asked to create a profile which I did. I was then asked to purchase a license to activate this profile which made me think my license had expired. What I did not know is that I now had 2 profiles which requires 2 licenses.

Anyway, Nick is refunding me and I eagerly await the final version of v2.0.

Hello there Nick. Firstly I echo the sentiments of the poster who asked if there was a 'Firetrust User Discount'! OK now my issues. Received an email regarding lenience expiry and dutifully renewed. Unfortunately, software did not update itself automatically so I entered my new licence key only to get the repeated message "Licence Key in Use"

Uninstalled and reinstalled a trial version and tried again - same result. Do you have a fix please?

Heya, you might have been using a different profile, so on the top right switch between profiles to see if that fixes it. You might need to logout and log back in. I see you renewed one license key, so I renewed the other for you as it's one license key per profile.

Sorted Nick, thanks mate...

Hi Nick,
I've enjoyed using Hideaway without any major problems and plan to keep using it. But just wanted to ask a question regarding renewing the license which is up for renewal within the next few weeks. I received the email reminding me and when I click on the link to renew, it takes me to a web page to go through the process, but I can't seem to change the license to renew for 2. Do I have to separately buy another? I thought that I could just update for two licenses.
-
Edit:
On reflection, I've probably answered my own question!

Hmm, let me come back to you on that one when we're in the office tomorrow so we can test this out

nick.bolton wrote:Hmm, let me come back to you on that one when we're in the office tomorrow so we can test this out

Sorry, I think I made a mistake in that post. To make it clearer, I thought, for some reason or another, that I could renew my license while buying another for my second device. I only have one license that is up for renewal, but want to buy another and thought that I could do this while renewing.

You can, here's a quick way. Add the renewal in to the cart, then click this link and it should show both.

https://secure.firetrust.com/cart/items/add/hideaway

nick.bolton wrote:You can, here's a quick way. Add the renewal in to the cart, then click this link and it should show both.

https://secure.firetrust.com/cart/items/add/hideaway

Great, thanks! Just gone through the process and paid already.