If conversion fails or you cannot tell whether it finished, stop before trying again. Keep any device where your files still open signed in, and contact Hivenet Support with the message you see.
The web app still shows account choices
Check the email address of the signed-in account. An unavailable Store screen alone does not confirm whether conversion finished or which instructions apply to you.
If the web app offers self-service conversion and you still need files from the previous version, save usable copies outside Hivenet and open them to check their contents before continuing. Follow the conversion checklist.
If you already converted, Hivenet is managing your migration, or the correct option is unclear, contact Support before starting another conversion. Follow any migration instructions sent for your account.
The desktop app will not sign in
Check that you are using the account you intended. Store in the current macOS and Windows apps requires Protocol V2. These apps cannot retrieve files from an account that still uses the previous version.
Note the app version and exact sign-in error. If you believe the account already uses Protocol V2, or you are unsure, contact Support. Changing accounts or passwords does not confirm whether conversion finished.
Conversion finished but sign-in still fails
If conversion is confirmed complete and an app asks you to sign in, use the same account email and password. If sign-in fails, record the error and contact Support. If completion is unclear, keep your remaining working access open and ask Support before signing out or retrying conversion.
Files are missing after conversion
After self-service conversion, files from the previous version do not carry over, and the converted account loses access to them. Use the copies you saved before conversion. Do not try another conversion to recover files or rely on Support being able to restore them.
If files went missing before conversion, Hivenet is managing your migration, or you are unsure what happened, contact Support before making changes. Recovery is not guaranteed. See file access before and after conversion.
The account or plan is not what you expected
Self-service conversion keeps the same account, email address, password, and plan. Creating a separate account is different: it uses another email address and does not move your existing plan or files to the new account.
Check the signed-in email and note which option you selected. Contact Support if the result differs from what you expected. Do not delete an account, cancel a plan, or start another conversion to correct it. See how the two account choices differ.
What to send Support
The account email and whether you chose to convert the current account or create a separate one.
Your device, operating system, and app or browser version.
The exact error or completion message, where the process stopped, and whether you reached the final confirmation.
Whether the same account still works on another device and whether your copies outside Hivenet open with the expected contents.
Whether Hivenet sent you instructions for a managed migration.
Do not send your password, encryption passphrase, verification codes, or private file contents.