Activation pending
Send the order reference, exact username and order time. Do not send the password.
Prepare message →Faster issue routing
Describe the exact problem—not only “tool not working.”
Choose the closest issue below and collect the requested evidence before contacting support.
Renewal not updated
Confirm the username had a previous activation and send the order reference plus current account status.
Prepare message →Cannot sign in
Separate account credentials, licence status and application connection errors before requesting help.
Prepare message →Download or extraction issue
Record the source URL, file name, browser error and any security detection shown.
Open download checklist →Device not detected
Provide the model code, Windows version, driver, cable/port test and connection mode.
Prepare message →Model support question
Send the exact device code, software/security state and requested operation.
Prepare model request →Safety
Information support will never require these items.
- Your account password
- Email or authenticator one-time codes
- Seed phrases, wallet keys or payment-card PINs
- Unrestricted access to unrelated files or accounts
- Device work without the owner’s authorization
Order support: provide the order reference and username only when they are relevant to the case.