Questions about a purchase, your access key, installation, or anything else — here's how to reach us, and answers to the things we hear most often.
Most questions are already answered in these two places:
How to Use guideTerms & ConditionsFirst, check your spam/junk folder and wait 15–30 minutes — activation is usually near-instant, but can occasionally take a short while. If it still hasn't happened, email us with your name, the email you signed up with, and roughly when you paid. If activation genuinely failed due to an error on our end, you're entitled to a refund if reported within 4 days of payment — see our Terms & Conditions for the full policy.
Yes — once your account is active, both work interchangeably: your email and password, or the access key emailed to you. Use whichever is more convenient.
There isn't a self-service password reset inside the app yet. In the meantime, email us from the address on your account and we'll help you regain access — you can also always sign in with your access key instead while this is resolved.
An account is active on one device at a time, regardless of whether you sign in with your password or your access key. Signing in on a new device automatically signs the previous one out, and we email you when this happens. If it wasn't you, contact us right away.
Yes — from the sign-in screen inside the app, sign in and follow the prompt to pay again. A renewal is simply a new payment against your existing account; there's no separate renewal flow or new account needed.
No — purchases are final once payment is confirmed and your account has successfully activated. The one exception is a technical failure on our end that prevents your account or key from activating at all — see our Terms & Conditions for details.
This is almost always a missing one-time driver setup, not a NetL bug — check the installation steps in our How to Use guide first (a virtual camera driver and virtual audio cable are required alongside NetL itself).