Support

I lost my license key

Enter the email address you paid with and the key is sent to that address straight away. It's only ever sent to the address on the license, so nobody else can request yours.

Nothing arrived after a few minutes, and it isn't in spam? Email [email protected] from the same address and it'll be sent by hand.

My license shows as unlicensed / expired unexpectedly

Go to Settings → License in the app and hit Recheck first - this is almost always a temporary network hiccup between your server and the license server, and it self-heals within the offline grace period. If Recheck doesn't fix it, email support with your license key.

I want a refund

Your first Pro payment is refunded in full if you ask within 14 days of that payment, no questions asked. If you started with the free trial, that's the payment taken when the trial ends - and if you cancel during the trial, you're never charged at all. Email [email protected] from the address you paid with, or reply to your license-key email.

• Refunds go back to your original payment method through Stripe, normally within 5 business days.
• A refund cancels the subscription and suspends the license key. Your instance returns to the Free tier at its next license check - no captures or history are lost.
• The 14-day window covers your first payment. Renewals aren't automatically refundable, so cancel before a renewal if you don't want it - but if something has gone wrong with a renewal, email and we'll sort it out.

How do I cancel?

Sign in to the customer billing portal with the email address you paid with and choose Cancel subscription - or email [email protected] and it'll be done for you. Pro keeps working until the end of the year you've paid for, or until the end of your free trial if you cancel during it (you won't be charged). After that your instance drops to the Free tier automatically - nothing breaks or locks you out.

Update my card, or download invoices

Use the customer billing portal. Sign in with the email address you paid with and Stripe sends you a one-time link - no password needed.

Something's broken

Email [email protected] with a description of what happened and, if you can, the output of:

docker compose logs pcapng-analyzer

I haven't bought yet and have a question

Same address - [email protected]. Also worth checking the pricing page and the self-hosting guide first, most pre-sale questions are answered there.