Have Premium Account but cant see endpoint

GlassWire Help
1

I purchased a premium account, and I can’t access the premium features, I can’t see my endpoint in the “management console” even after following the instructions for a fresh install.

I try logging in to my account via the app and I can see that I’ve paid for the premium service but there are no current endpoints.

I can sign in from the app successfully (opens webpage with account) but then the app throws the following error message, even though I signed in ok.

“Sign-in failed. An existing account is already signed Into GlassWire on this device. To sign in with a different account, this device must first be deleted from the endpoints list of the existing account.”…

I can’t find any emails from Glasswire with the activation codes.

Glasswire doesn’t want to respond to my emails for assistance and doesn’t give me the ability to resend my activation code…

2

I am facing the exact same issue. I bought the premium today, but I keep getting this “You don’t have any Endpoints” message, although I have installed Glasswire in my pc.

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3

same problem and error message.

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4

Have you contacted their help email or activation?

Ive had no response from these guys, its not looking good for them.

Will be asking for a refund.

5

Hi @hector2123,
did you write to help@glasswire.com?
We are higly committed at supporting our users, please reach out there to get assistance.
Andrea

6

Today I received an email from GlassWire telling me to try and login again. Obviously they changed something, because I can now see my pc in the list with the endpoints.
Everything seems to work now.

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7

Hey Glasswire, the next time you have a problem with your service may I suggest the following industry standard for informing your userbase!

1. Acknowledge the Issue Quickly

  • As soon as the issue is identified, publish an initial acknowledgment on key communication channels (website status page, email, social media, etc.) to inform users that you’re aware of the problem.
  • Keep the message clear and concise, indicating awareness and that a fix is in progress.

2. Update the Status Page

  • Post detailed information on a status page where users can track updates in real time. This page should be accessible from your website and linked in all communications.

3. Notify Users via Multiple Channels

  • Email: Send an email to affected users (or the entire user base if necessary) outlining the issue, expected impacts, and that updates will be available on the status page.
  • In-App Notifications: If possible, push notifications within the app to keep users informed while they are actively using the service.
  • Social Media: Use Twitter, Facebook, and LinkedIn to reach users who may follow your brand there, especially for brief updates and assurances.

4. Provide Regular Updates

  • Even if there is no new progress, update users at regular intervals (e.g., every 30-60 minutes) to show continuous work on the resolution.
  • If there is an estimated time for the fix, share it but be cautious with timelines to avoid unmet expectations.

5. Confirm Resolution and Conduct Postmortem

  • Once resolved, notify users through all channels that the issue has been fixed and service is fully operational.
  • For transparency, publish a postmortem report that outlines what went wrong, steps taken to fix it, and actions to prevent recurrence. Share this report on your website or through a blog post and notify users via email or social media.
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