What to do if you have payment or Software Licence problems.
My card payment failed
If your payment failed:
Sign in to Logmate Admins at admins.logmate.co.nz.
Click Account in the side menu.
Click Subs & Licences.
Click Manage Payment Sources.
Update your card details in the Chargebee portal.
Common reasons for payment failure:
Card expired
Insufficient funds
Card blocked by your bank
Contact your bank if the payment continues to fail.
My Software Licence has expired
When your Software Licence expires, the Mobile App shows a banner at the top of the screen.
You can still view past shifts, but you cannot start new shifts without a valid licence.
To fix this:
If your operator manages your licence: Contact your operator and ask them to renew or reassign your licence. See Manage Your Subscription and Licences.
If you manage your own licence: Sign in to Logmate Admins and renew your licence. See Your Software Licence.
My Subscription shows "past due"
A "past due" Subscription means a payment attempt failed. Update your payment method to resolve this. Your Subscription stays active for a short grace period while the payment is retried.
How do I check my licence status?
Open the Mobile App and tap Menu. Your licence status is shown on the menu screen.
You can also check in Logmate Admins under your Profile.
Related articles
Manage Your Subscription and Licences
Your Software Licence