New start from scratch after free trial?

[Ole_Damsgaard]

I have just got my new Nucleus, before that I tried out the system using a “free trial”.

Then I connected my new Nucleus and entered my coupon code for a free year. However thing went wrong it was not possible to start here, I got the message from the system that I already have an account.

Then I terminated and deleeted my free triel, however, that did not work either.

How to start from scratch?

[Placebophile (Jeff)]

Greetings Ole.
Welcome to the community.

Some time ago I received a coupon for 3 months of Roon when I already had a paid subscription.
@accounts applied the coupon to my subscription.
I’ve tagged them for you here so maybe they can help.

In the meantime have you logged out of your old account on the Nucleus?
I don’t have a Nucleus so I’m not quite sure how it works but on my PC Core there is an option to log out of my Roon account.
(I’m wondering if you’ve only terminated the account on the website)

[beka]

Hey @Ole_Damsgaard,

Thanks a lot for connecting with us — I am sorry about the confusion.

Just as you mentioned, you have in fact canceled the 14 day free trial on your only Roon account (created with the email address you’ve contacted us from), but that does not imply the deletion of your account. Your account still exists, it’s just that it does not have an active trial or subscription.

Right afterwards, on the same account, you have successfully redeemed your 1 year Roon code that came with your Nucleus purchase (congrats! We hope you love it). If you log in with your account, it should work. You have a one year active subscription.

Cheers

P.S. Thanks @Placebophile for your help

[Eun-Seong_Han]

Hello

I am an employee at Hi-Fi Rose.

I issued a Roon free trial coupon to our users, but it comes out like the picture below.
I didn’t have this problem until last year, but from this year, this problem continues to appear. What is the problem?

Thank you

[beka]

Hello again, @Eun-Seong_Han.

Thank you very much for keeping in touch and explaining what the issue is. Clearly, the code you are trying to redeem is expired (the error message clearly states that).

If you need new codes to replace the expired ones, please, reach out to the person in your company, Hi-Fi Rose that is in direct contact with Roon’s partner team.

I am afraid the support team that is active on community, including myself, has no access to generating new codes for hardware partners.