If you are converting your Hivenet account to Protocol V2, a few things can feel confusing at first. You may be asked to sign in again, you may see that Store is not available for your account, or you may not be sure whether the conversion finished.
This article covers the most common issues and what to do next.
I see “Store isn’t available for this account”
This usually means your account is still on the previous version.
Store in the web app requires a Protocol V2 account. If you sign in with an account on the previous version, Store cannot open there.
From that screen, you may see two options:
Convert to Protocol V2
Create a Protocol V2 account
Choose carefully.
If you want to keep using the same account, email address, password, and plan, choose Convert this account to Protocol V2.
If you want to leave your current account unchanged and create a separate Protocol V2 account, choose Create a Protocol V2 account. You will need a different email address for that new account.
If you are not sure which option is right for you, stop and contact Hivenet Support before continuing.
I cannot sign in to the new desktop app
The new desktop apps require a Protocol V2 account.
If your account is still on the previous version, you cannot sign in to the new desktop app with that account.
What to do next:
Check whether your account is still on the previous version.
If you need files from that account, download them first using the mobile app.
If you want to use the new desktop app with that account, convert the account to Protocol V2 in the web app.
I need to download files before converting
If your account is still on the previous version, download any files you want to keep before you convert.
For users on the previous version, the only supported way to download files before conversion is through the mobile app.
Some users may still be able to access files through the deprecated Windows app, but that app is no longer supported and should not be relied on as the standard path.
Do not wait until after conversion. Once your account is converted to Protocol V2, data from the previous version does not carry over and cannot be accessed afterward, including by Hivenet.
I was asked to sign in again after converting
This is expected.
After conversion, you may need to sign in again on your devices and apps. This helps reset access for the account after it moves to Protocol V2.
If you have not already done so, sign out of Hivenet on your other devices and apps, then sign in again with the same account details.
I am still signed in on another device
Sign out of Hivenet on that device as soon as you can.
Before conversion, you should sign out on your other devices and apps. Keeping the same account active across devices in different protocol states can cause confusion and access problems.
If you already converted and think another device was still active, contact Hivenet Support if anything seems wrong afterward.
The conversion did not complete
If the conversion failed or seemed to stop partway through, do not keep retrying without checking what happened first.
Contact Hivenet Support if:
the conversion failed
you are not sure whether the conversion finished
you cannot tell which account state you are in
you now have trouble signing in
When you contact Support, include as much detail as you can about what you saw in the web app and what happened before the process stopped.
I converted, but my old files are not there
This is expected, even though it can be alarming.
After conversion, data from the previous version does not move into Protocol V2 and cannot be accessed afterward, including by Hivenet.
If you did not download files before converting, they will not appear in your converted account.
I created a new Protocol V2 account by mistake
If you chose Create a Protocol V2 account when you meant to convert your current one, stop and contact Hivenet Support before making more changes.
This matters because the two options do different things:
Convert to Protocol V2 changes your current account
Create a Protocol V2 account creates a separate account with a different email address
Support can help you understand what happened and what to do next.
I converted the wrong account
Contact Hivenet Support as soon as possible.
Do not continue signing in and out across multiple accounts until you know which account was converted and which one you still need to use.
I am not sure whether I should convert or create a new account
Do not guess.
Contact Hivenet Support before continuing if you are unsure which path is right for you. This is especially important if you still need files from your account on the previous version or if you are trying to keep using the same email address and plan.
When to contact Support immediately
Contact Hivenet Support right away if:
you are not sure whether the conversion completed
you think you converted the wrong account
you chose the wrong option in the web app
you cannot sign in after conversion
you expected files from the previous version to appear after conversion
you are unsure how to download files before converting