Purchasing & Subscription FAQs

All Untangle FAQs

How does Untangle NG Firewall licensing work?

Untangle NG Firewall licensing is done by each NG Firewall that you have deployed. You cannot buy one set of licensing and share it across multiple NG Firewall deployments. You count the number of networked devices that are installed on the LAN side of your NG Firewall and that is the pricing band/bucket you need to purchase for in the Untangle licensing model. If you already have Untangle installed you can click on the Hosts count at the top of the rack to see the devices on your network. Our current pricing model allows you to purchase a monthly, 1-year, 3-year or 5-year subscription for any given NG Firewall deployment. For licensing purposes, a user is defined as a device (pc, laptop, etc) on the network. If multiple people use the same pc, it still counts as one user. NG Firewall tracks the number of devices connecting through it, and user environments that exceed the license entitlement will be flagged for further review by Untangle. At this time, we do not automatically disable the software when usage exceeds the license count, but can do so after review of the violation(s).

How do I transfer my paid license?

License reassignment is described in our online knowledge base at https://support.untangle.com/hc/en-us/articles/115012197907

What's a voucher and voucher key?

A voucher is a "gift certificate" for a specific NG Firewall package or individual application. A voucher key is a unique alphanumeric code that you redeem to apply a subscription for NG Firewall.

When do I use a voucher?

A voucher provides you a way to delay activation of your subscription. If you are an Untangle Partner, It's efficient to purchase a set of vouchers using one transaction, and redeem the vouchers as you deploy NG Firewalls. If you do not intend to install the NG Firewall yourself, you can simplify the installation process by sending the voucher to your customer.

How do I redeem a voucher?

See Redeeming a voucher.

Why do I get a monthly web confirmation from authorization.net?

Untangle uses authorization.net to process your monthly subscriptions. The first month you receive an email confirmation from Untangle; however, authorization.net sends you all subsequent email confirmations.

Why doesn't my authorization.net confirmation have a description?

We're sorry for this inconvenience. We will be making regular updates to our store, so stay tuned. In the meantime, you can compare the authorization.net confirmation against the invoices in My Invoices.

How do I purchase Untangle NG Firewall software?

Currently there are two ways to make a purchase of NG Firewall software.

An off-GUI purchase is when you purchase a subscription directly from Untangle's store without being logged into a deployed NG Firewall. An 'off-GUI' purchase results in a voucher you can redeem at any time, keeping in mind that until you redeem the voucher, you don't have full access to the capabilities of the subscription you've purchased until you complete the redemption of the voucher. Additionally, it's important to note that your subscription expiration count-down starts from the day you purchase your subscription not the date you redeem the voucher.

Log-in to your account if you already have one. If you don’t have one, you should be able to create one. Once you’ve created an account, you’ll need to click on the 'Store' icon in the upper right-hand corner of the website. You’ll then select the subscription(s) that you’d like to purchase and then select from the right hand side of the product webpage the correct number of pc’s for your pricing band and the correct term/period for the length of your subscription. You then can click the 'Add to Cart' button. Once you’ve done that, you should be able to either add more items to your cart by clicking the 'Continue Shopping' button or changing the quantity in the shopping cart itself. You then click on the 'Proceed to Check-out' button to finish your purchase. You'll receive an order confirmation and your voucher key. (see How do I redeem a voucher? [[1]] section of the wiki)

An on-GUI purchase is when you purchase from your NG Firewall directly. If you purchase via the 'on-GUI' method, the store and the server should talk to each other and the server will automatically download the software you've purchased. We do recommend that you use Firefox when doing this process because some browsers (i.e. Internet Explorer) don't translate the code properly and won't allow the store and the server to communicate, which causes the process to fail.

The on-GUI process is the easiest way to purchase a NG Firewall subscription. You start by logging into your NG Firewall and you click on the 'My Account' button in your admin interface. It should prompt you to log-in to your account if you already have one. If you don’t have one, you should be able to create one. Once you’ve created an account, you’ll need to click on the 'Store' icon in the upper right-hand corner of the website. You’ll then select the subscription(s) that you’d like to purchase and then select from the right hand side of the product webpage the correct number of pc’s for your pricing band and the correct term/period for the length of your subscription. You then can click the 'Add to Cart' button. Once you’ve done that, you should be able to either add more items to your cart by clicking the 'Continue Shopping' button or changing the quantity in the shopping cart itself, or you can click on the 'Proceed to Check-out' button to finish your purchase. By purchasing while logged into your Untangle server the software should automatically download when your purchase is completed.

If you have any problems with either of these two ways to purchase, please contact support at 408-598-4299 option 2, or via e-mail at support@untangle.com .

How do I access the Store?

You can access the Untangle store by clicking on any product in your Apps, or directly from https://store.untangle.com.

Do I have a store account?

You do not have a store account by default. However, if you've ever purchased a subscription or redeemed a subscription, you have a store account.

How do I decide which products I should purchase?

The products that you need depend on your network. Use the Application Wizard. Go to Choosing Which Software Products To Install.

How do I subscribe to a Paid Software Product

You can download paid Software Products through your NG Firewall's Apps. This process takes only a few minutes. For instructions, go to Choosing Which Software Products To Install.

I reinstalled my NG Firewall software. Why can't I reinstall my paid subscriptions?

If you've reinstalled your NG Firewall, your paid Software Products no longer automatically appear in your rack and when you visit the Untangle Store, you're prompted to purchase (Buy Now) the subscriptions that you've already purchased.

Your Untangle purchases are associated with your UID. When you reinstalled your NG Firewall on the same appliance, computer or reinstalled on a different machine, you deleted this information. This is true even if you restore from a backup: The UID is not saved as part of a backup, only your configuration.

You can confirm that this is the issue that you're having by simply comparing the UID that appears on your NG Firewall with the UID that appears in My Subscriptions. The UIDs must match.

File:VerifyActivationKey.png

If they don't match, the solution is to migrate your subscriptions to the new UID in the Untangle store. Currently, you must be on-GUI on the newer unit to compete this process. For self help on transferring the subscription, please visit here[2]. If you need further assistance, contact Technical Support so that we can walk you through this process. The migration is quick, but requires that you provide information about your account.

What happens if I stop paying Untangle for my subscription(s)?

When your NG Firewall communicates with the licensing server your license will be revoked. You will no longer be able to use anything but the 'Free Package' applications and modules. You will see 'No License Found' on the face-plate of the application module inside the NG Firewall Admin interface. It's very easy to get your account back working again by contacting Untangle sales (sales@untangle.com) to renew your subscription and all of your previous settings will return.

What's a UID?

A UID (or Unique IDentifier) is a unique 16-digital alpha numeric code that identifies your Untangle Server. To determine your server's UID, from the Untangle Server, go to Config > System Info tab > Version.

• If you reinstall your NG Firewall, you will get a new UID, and you may need to transfer any previous subscriptions to be authorized for the new UID.
• If you reset to factory defaults, your Untangle Server maintains its UID.

The UID also helps Untangle Technical Support identify your server when you call for Technical Support.

What's a discount code?

Sometimes Untangle discounts its Software Products, and such offers are only available for a short period of time.

File:Discount.png

In order to have this discount applied to your subscription purchase, type in the advertised discount code.

How do I know if my subscription was canceled?

If your subscription was canceled, either because you unsubscribed or for non-payment (i.e. your credit card expired), that subscription no longer appears under My Subscriptions.

How do I know if my trial has expired?

You can identify an expired trial by looking at the application's faceplate in the rack. If expired, the app's faceplate indicates Free Trial Expired. If it hasn't expired, then the faceplate indicates how many days remain before the trial expires.

Can I make configuration changes to an expired trial?

Yes. When a trial expires for a software product, you can still access the applications's configuration tabs and make changes to the product; however, the product is disabled.

If a trial expires and then I purchase, What happens to my settings?

A trial expiration doesn't delete your configuration settings for a product. When you purchase the product, NG Firewall simply replaces the expired product in your rack with the purchased product, preserving all configuration settings that you set during the trial period. However, as is the case with a purchased product, if you uninstall the product from the rack, you will lose all configuration data.

Does a reset to factory defaults reset trials?

No.

How can I get my trials reset?

We'd be happy to reset your trials, however this will be at the discretion of your Account Manager (Support will not do this directly). You'll need to check the 'Allow Support Access...' checkbox under Config > System and provide your Account Manager with the UID of the NG Firewall box in question for us to complete the reset, though a small percentage of installations (mostly those in bridge mode) may need to enable SSH as outlined here.

Do my other applications still work after my trials expire?

Yes. The open-source (free) products remain in your rack and never expire.

How do I turn-off auto-renewal, unsubscribe or cancel the subscription for one or more paid products?

There are two ways to cancel your subscription.

First, you can simply disable the auto-renewal feature inside your store account. This is located on the My Subscriptions page (Server view or Subscription view) of our online store. You just need to click the drop-down by the subscription that you want to turn off the auto-renewal for. By doing this the subscription stays valid until the expiration date of the subscription, thus giving you the full length of the subscription term you purchased previously.

Second, if you want us to cancel your subscription immediately, you'll need to contact our accounting department at their e-mail address and make the request through to them. [3]

I just purchased a product, however it is still reporting as a trial version?

First please make sure the subscription has been assigned to your UID. Here is a link to our Knowledge Base that describes the assignment process.

If the Untangle still shows trials try the following: From your NG Firewall, click Config then click About, then select the License tab and finally click Refresh in the lower left corner. This will force the Untangle to refresh license status from the license server.

How do I know if my subscription needs to be enabled for renewal?

If your subscription is not set to auto-renew at the end of the current subscription period, you'll need to enable that renewal prior to the expiration date to ensure there is no interruption to the service on your NG Firewall To determine if you need to enable renewal on your subscription(s), here are a few easy steps to follow:

1. Login to your Untangle Store account [4]
2. Click on the My Subscriptions link on the left side of the screen
3. You'll then need to click the Subscription View on the upper right-side of that screen
4. You will be able to see if something is Enabled or Disabled for the Auto-renewal

How do I renew my subscription(s)?

If you need to enable your subscription(s) for renewal, here are the steps necessary:

1. Login to your Untangle Store account [5]
2. Click on the My Subscriptions link on the left side of the screen
3. You'll then need to click the Subscription View on the upper right-side of that screen
4. You will be able to see if something is Enabled or Disabled for the Auto-renewal
5. You can change it from Disabled to Enabled by click the drop-down and selecting the appropriate option.

I've renewed my subscription, but the renewal date remains unchanged. Why?

If your subscription is enabled for renewal, but the renewal date still shows the same date as before, don't worry. Because we won't charge your account for the subscription renewal until the renewal date, the renewal date will not change until that charge takes place.

For example, let's say you enabled a subscription for renewal with a renewal date of November 11, 2010. On November 11, 2010, we will charge your account for the cost of the renewal, and update your renewal date to November 11, 2011.

Remember, if your subscription does not appear when you click on the Renewals link in your Untangle Store Account, that means it is enabled for renewal.

What is an "Upgrade Order"?

First, you can upgrade from one product to another, i.e. from just Web Filter to Complete Package. To accomplish this, you'll need to contact our sales team at [6] and they will send you an e-mail template that you'll need to fill out in order to have accounting do the manual process and billing on the back-end. You will then be notified when you can do a re-install of the upgraded subscription on to your existing NG Firewall deployment.

For changes to the duration of your subscription (i.e., one month to annual) or changes to the number of licensed devices (i.e. 1-10 to 11-50), go to your "My Account" page. You will find upgrade options under "Subscriptions".

I placed an Upgrade Order, but my subscription's renewal date stayed the same. Why?

Because an upgrade order simply adds a new term to the end of the current term, the renewal date on your subscription will remain unchanged until the listed renewal date.

For example, let's say you placed an Upgrade Order to convert a subscription from a Yearly to a 2-Yearly term on June 15, 2010, and the current renewal date is July 1, 2010. On July 1, 2010, the renewal date on your subscription will be updated to July 1, 2012.