You will have that option upon renewal.

Fozzy71
Customer Support

Thanks. Is the initial discount not available for small stakes? The website seems to say the discount is for all purchases but there's no discount showing for small stakes.

It only applies to the same version. That was a typo in the FAQ that was actually just corrected this morning. I apologize for the confusion it caused you.

Fozzy71
Customer Support

Everybody here ok with the annual support plan? As an occasional player this stinks.

Not really tbh. If they use the money to hire more developers then it's fine. Updates don't seem worth paying for at the moment, seems like they've got one guy doing it part-time.

Also if you cancel then resub at any point you get charged for the months you missed, that's not standard at all. It also says that if your sub runs out you can only use the initial version from when you first bought it. So any updates get removed when sub runs out.

I upgraded to HM3 yesterday. I got the full discount (purcharsed HM2 after January 1st, 2017). I filled the payment formulary and the system just checked the credit card but it didnt charged anything. It was everything okay.

But today I received a charge of $65 (the amount of Annual Support and Maintenence I guess?). But in the FAQs it says that the first year is FREE. What was that?

Thanks.

Please create a support ticket via the Contact Support link and send these questions/details in a ticket. We can not provide sales support in the forums for your own identity security.

Fozzy71
Customer Support

Upon initial install of HEM3 I keep getting the following error no matter how many times I uninstall/reinstall, restart computer, and make sure I have HEM2 closed:



I then click ok and it does start up the install setup wizard but upon clicking "finish", absolutely nothing happens once that window closes and I haven't been able to open up HEM3 and see what it's like.

Any suggestions? There's no option to right click the installer and run as admin nor can I tick the run as admin checkbox within the installer properties since it's grayed out.

Holdem Manager Support: Can you please automatically send an email to ALL USERS 1 month before the $65 are charged, as a reminder? and then 1 or 2 days before? just to make sure i have money on my paypal, and just to make sure i still want it? thanks. because i will forget until 16.10.2020 about the date

and btw: i also dont like the annual cost of $65

That just means it couldn't create the desktop shortcuts for some (permissions, most likely) reason. HM3 should be installed if you search under 'H' in the Windows Icon - Start Menu - All Programs list.

You should also be able to create a desktop shortcut manually via Windows File Explorer by right-clicking C:\Program Files (x86)\Holdem Manager 3\HoldemManager3.exe and sending it to your desktop as a shortcut.

If you continue to have problems please reproduce the problem and send us a set of log files.

Edit: I just came across your support ticket #432481 about this from yesterday afternoon. I apologize for the delay in reply, things were quite busy yesterday (and this morning) as I am sure you can understand.

Fozzy71
Customer Support

I apologize for the issue and would like to thank you for reporting it here promptly.

This was a mistake and we are immediately refunding the amount. We investigated to determine if this happened to any other customers and determined that no one else was charged but a few had a pending charge which we are also removing.

All customers impacted are being contacted directly. We also addressed the cause of this and it won't happen in the future.

We sincerely apologize and thank you for purchasing/upgrading to HM3.

Fozzy71
Customer Support

Thanks for the quick response but apparently the 2 issues I have are separate. Even after clicking ok on that error and finishing the setup, I'm still running into the same problem.

I can find HEM3 within the Programs List just fine and double click it to start up the "Holdem Manager 3 Setup Wizard". But after I click the Finish button here:



That window closes and literally nothing happens and I can't do anything further. HEM3 and HEM.server shows up in the task manager, the HEMserver
tray icon can also be seen but there's no taskbar or tray icon for HEM3, no way for me to open HEM3, I have alt+tabbed to make sure HEM3 isn't offscreen, and also tried to open HEM3 again through the program menu but it says it's already running. Force closing HEM3 in the task manager and restarting just loops me through the same process.

So basically every time I click "Finish" in the above setup window, it just stalls HEM3 in the background and I can't actually access it.

There will be automated reminder emails sent in advance of the renewal date.

Fozzy71
Customer Support

Ok, thanks for the quick response. I will wait for the refund and let you know when I receive. Thanks!

Please send the \HM3Logs in your support ticket #432481. Here is a direct link to your My Tickets page.

Fozzy71
Customer Support

It could take up to 3-5 business days so please be patient. I apologize again for the issue.

Good luck at the tables. If you have any further questions or problems do not hesitate to ask us.

Fozzy71
Customer Support

Saying the system cannot find the file specified but sent all the info pertaining to this that I could!

I am discussing your ticket with our QA/Testing Manager and will reply in a few minutes.

Fozzy71
Customer Support

I played around with HEM3 trial the past 24hs to see if I can make the transition, trying to set up everything like I have it on HEM2, ran into the following issues.

Minor ones :

1) Hud opacity. I saw an option to change the background opacity, but not the HUD one. Default one is too bright for me.

2) There's slighty more space between lines in the hud. Like a few pixels, but having 6 lines in my HUD makes it noticeable and I had to play around to avoid one hud group covering preset buttons. Also had to play around with stat padding since for some reason a value of "1" seems to equal my previous one of "3".

3) The "HUD" button on every table, the one where you can change hud profiles and save layouts. I remember being able to disable the hem2 equivalent. It pops up on my otherwise simple and dark-themed set up. Even more when it turns red.

4) Mucked cards showing much more often. Are they also showing up for pots that hero didn't go to showdown? It got too distracting untill I disabled it. It used to be more "unintrusive" in hem2 IMO.

5) An option to change how long untill Live play session resets. I have it set up to 6hs on hem2 which works for me if I happen to take a break mid-day.

6) Very minor one: Ungathered stats on hud ( these "-"s ) show up white instead of the stat color.


Bigger ones :

7) The data from pop-ups takes several seconds to load for me. I have a couple custom pop ups which data shows up instantly on hem2. Obviously a big issue when multitabling/short timebanks.

8) Ram usage. I have an old PC so this alone will stop me from transitioning to hem3. On hem2 I have to purge the database after it gets to about 1.5 mill hands, at which points it starts to slow down my dated PC. HEM3 processes started at around 1.4gb combined with a 600k hand database and after a 1.5hs session they were at 2gb, at which point the HUD just stopped showing. "HM3 HUD only" only helps a little since holdemmanager.server seems to be the big culprit. Creating reports and everything else does work much faster than on hem2, so this is probably just me having to upgrade my specs.



I'm sorry If there's an option to fix one or more of these that I have missed, I know you'll be specially busy these days.

Thank you for the feedback thus far. Many of those issues you listed are known issues or missing features that we can link your support ticket to so you get email notifications in the future when they are implemented.

Can you please copy/paste it into a support ticket on our site please? It will be much easier to reply to, and link you to known issues, if you send all those issues in a support ticket.

Please create a support ticket via the Contact Support link and if there is a forum thread with additional information please link to this thread and let us know your forum name if there are several people in the thread.

I will probably have to reply to the ticket, once I link you to everything that is already known, with instructions for you to your #7 and #8 bigger issues in new support tickets.

Fozzy71
Customer Support

I've just installed HEM3 after using the BETA version for ages and having a full Omaha and NLHE version of HEM2 and you're asking me for a new $60?

I was looking for a reason to use H2N and I guess this is it, what a joke!

So,i own HM2 small stakes license and i'm using HM3 beta for a long time,today i've installed the oficial update and HM3 is saying "no active holdem license",on HM website it says my HM2 was issued today

How do i know the right date i bought my hm2 ? do i need to buy HM3 to use it ?

That is a bug with the new store displaying the wrong date. If you PM me your email address, or copy/paste your questions to a support ticket/email*, we can verify the dates for your HM2 purchases. You should also be able to tell thru the HM3 - Help - My Licenses App or by following the upgrade steps on our site. If you bought HM2 after 01Jan2017 then the checkout amount should be $0.

*Please create a support ticket via the Contact Support link and if there is a forum thread with additional information please link to this thread and let us know your forum name if there are several people in the thread.

Fozzy71
Customer Support

hi, is there a date when cashout issue for pokerstars hands will be fixed for HM2?

I can no longer obtain my HM2 license key from your website.