Hexnode License and subscription – General FAQs

1. Does Hexnode UEM license cost differs based on platform models I plan to use?

No, Hexnode UEM license cost does not depend on device platforms. They are based only on the plan you choose. Express, Pro, Enterprise, Ultimate, and Ultra are the five pricing plans available in Hexnode UEM.

2. How to modify the specified credit/debit card details?

To update your credit card details, navigate to Admin > License > Upgrade/Renew > Billing Details and click on the Edit button next to the credit/debit card you wish to update. You can edit the Cardholder name, Expiry date and Zip code associated with the card.

3. How do I modify my Hexnode UEM license?

To upgrade your Hexnode UEM license, navigate to Admin > License > Upgrade/Renew and click the Change plan button from the Subscription tab. If you wish to downgrade your subscription plan to a lower one, click Contact Support on the subscription page and provide the necessary details in the form that pops up. Our support team will contact you as soon as possible.

To increase the device count or add additional technicians to your current subscription plan, click the +Add More Device Count or +Add More Technicians button from the Subscription tab.

Your UEM license will be modified upon completing the payment.

4. How do I know what plan of Hexnode l am using, and where do I view my licensing information?

You can get a basic overview of your licensing information under Admin > License in the Hexnode UEM console.

For more detailed information, click on the Billing option under the Account details at the top-right corner of the Hexnode console. Here, you can find all the details about your subscription details such as your active plan, total device count, number of technicians, license activation date, and the next billing date.

You will be notified with a banner, “Your Hexnode UEM license will expire in x day(s)” on top of the Hexnode portal if your license is about to expire.

5. What happens at the end of the Hexnode UEM trial?

Hexnode UEM provides a 14-day trial period where you can manage devices and add technicians. Once this 14-day trial expires, you should subscribe to continue using Hexnode UEM. If you subscribe before the trial ends, the remaining days of your trial will be added to your subscription.

To subscribe with Hexnode at the end of the trial:

1. Go to Admin > License and click Subscribe.
2. Choose your preferred plan from the subscription page and complete the payment.

Alternatively, you can contact us directly to have your license extended or upgraded. Based on the plan you have chosen, payment can be made on a monthly or yearly basis.

6. How can I add a debit/credit card?

To add a new credit/debit card, you can navigate to Admin > License > Upgrade/Renew > Billing Details. In the Billing Details tab under Saved Cards, simply click on the “Add New Card” option and enter your card details in the window that pops up and click on the Add New Card button. This will add the new card to your list of saved cards.

7. How can I remove a debit/credit card that has been added?

To remove a saved card, go to the Billing Details tab and look for the “Saved Cards” section. Next to each card, you will see a “Remove” option. Click on the “Remove” option next to the card that you want to remove. However, the Remove option will not be shown for the card that has been set as the Primary Card. To remove it, set another card as your primary card and then follow the same steps mentioned earlier.

8. After adding a new card, how can I set it as the default payment method for all future transactions?

The Billing Details tab displays all the debit/credit cards that you’ve added. If you have added only one card, it will become your Primary Card by default, which will be used for recurring transactions in the future. However, if you have more than one card, you can access the list of saved cards under the “Saved Cards” section on the Billing Details tab.

To set a card as the Primary Card, navigate to the Billing Details tab. You will find the “Default Payment Method” section under which the current payment method is shown. Next to it, you can see the “Change” option. Clicking on this option will open a pop-up that lists all available cards. You can select the recently added card and click on the “Change” button. This will set the chosen card as your Primary Card, which will be used for all future transactions.

9. How can I retry a failed recurring payment? (or) How I can change the payment method of a due payment?

You can view the payment history in the Invoices tab. If a recurring payment fails, it is shown as a due payment. In that case, you must use the ‘Review Payment Details’ option next to the corresponding payment entry in the Invoices tab. This takes you to the Checkout page, where you can make necessary changes to the original payment mode (by changing the debit/credit card or the payment method) and retry the payment. Any changes made here will only affect the failed payment. To change the payment method for all future payments, please visit the Billing Details tab and update your Default Payment Method.

10. Why Subscription page is not loading while in Incognito Mode?

To load the Subscription page without any issues, third-party cookies must be enabled for [*.]hexnode.com. Even when browsing normally outside of Incognito mode, if third-party cookies are restricted, the Subscription page may fail to load. Since third-party cookies are blocked by default in Incognito mode, you need to enable them for [*.]hexnode.com from your browser settings.

11. What should I do if my card has already expired? (or) What should I do if my card is about to expire?

To ensure successful transactions in the future, add a new card and set it as the Primary Card from the Billing Details tab if your card has already expired or is about to expire. In case your card has expired before the payment due date, refer How can I retry a failed recurring payment.