i’m curious if anyone else has run into this because i’m honestly more frustrated by the customer experience than the bug itself.
my subscription briefly lapsed because my bank initially declined the renewal. i updated the payment, the renewal went through successfully, and my account page clearly shows that my subscription is active.
the problem is that the mac app still insists my subscription has expired. once you’re on that screen, you’re completely locked out of the application. there is no way to refresh the license, no way to sign out, no way to sign back in, no way to retry authentication, and not even a way to try another account. your only options are “visit account page” and “contact support.” the account page already confirms my subscription is active, so one of those options immediately leads to a dead end.
support responded by explaining that a brief lapse in payment can sometimes leave the roon server “out of sync” with the renewed subscription and suggested i reboot my roon server. the problem is that i had already said i had restarted my macbook several times. my macbook is my roon core. their response didn’t acknowledge that at all. instead, it repeated a troubleshooting step i had effectively already performed and put the burden back on me to try it again.
what also bothered me was that the explanation came without much evidence or reasoning. if multiple restarts don’t resolve the issue, why would another reboot suddenly fix it? if the account page confirms my subscription is active, why is there no mechanism within the app to force a license refresh or reauthentication? if the app can become “out of sync” after a payment lapse, shouldn’t there be a self-service way to bring it back into sync instead of requiring a support ticket?
bugs happen. authentication bugs happen. that’s not what frustrates me. what frustrates me is the combination of an application that gives the user no recovery path and a support experience that didn’t engage with the information i had already provided. i wasn’t looking for reassurance that this can happen, i was looking for the next diagnostic step after confirming that i had already rebooted my core several times and that my subscription was active.
has anyone else experienced this after a subscription renewal? if so, what actually resolved it?