Need a hand?
Most answers are below. For anything else, open a ticket in the Discord and we'll sort it out.
Common questions
Where's my licence key or download?
On the screen right after you paid, in your receipt email, and always in My products: log in with the email you paid with and we'll email you a one-tap login link.
I got a new PC (or reinstalled Windows).
Reinstalling Windows is fine: your licence recognises the same PC. For a new PC, open the app there and press Move, or use Move licence in My products. You get 2 moves every month.
Windows says “Windows protected your PC”.
That's Windows SmartScreen, which shows for new apps from small creators. Click More info, then Run anyway. Our installers never include anything else.
I bought on the old Payhip store.
Your old key keeps working. Your Payhip purchases are being moved into My products; until then, your key is in your Payhip receipt email.
Can I get a refund?
If something doesn't work on your PC and we can't fix it, yes, within 14 days. Open a ticket first so we can try. The refund policy has the details.
How do I get the Customer role in the Discord?
Log in to My products and press Link Discord. You'll get Customer, plus a role for each app you own.
About the store
How do I get what I bought?
Straight after you pay, your licence key and download appear on screen, and we email them to you too. They're always in My products when you log in with your purchase email.
Is anything a subscription?
No. Everything is a one-time payment and yours to keep, including updates.
How can I pay?
Card, Apple Pay, Google Pay or Link, through Stripe's secure checkout. Your card details never touch our servers.
What if it doesn't work on my PC?
Open a ticket in the Discord and we'll help you get it running. If we can't fix it, you get a refund. See the refund policy for details.
Where do I get help?
Open a ticket in the LumoRetrac Discord and we'll help you out.
Is LumoRetrac part of Epic Games or Project Retrac?
No. LumoRetrac is an independent creator based in New Zealand, not affiliated with or endorsed by Epic Games or the Project Retrac team.
Policies: Terms · Refund policy · Privacy · Affiliate terms