Support

Questions about an order, a payment or your key? Open a ticket and we reply within 24 hours.

Open a ticket

Tell us what is going on. You follow our answer right here on the site, a red dot next to your name shows new replies.

Frequently asked questions

Maybe your question is already answered here.

Account

Why do I need Discord to sign in?

Your Lucry account is your Discord account, so there is no extra password. We only read your Discord name, avatar and ID (and your email if Discord shares it, as a suggestion for key delivery). We never join servers or send messages for you.

Where do I see answers to my ticket?

On the website: a red dot next to your name in the top bar means we replied. All tickets are listed in your account. We do not send ticket emails.

Why can I only open one ticket?

So everything about your case stays in one place. Just keep writing in your open ticket. Once we have solved it, we close it and you can open a new one.

Payment

Which payment methods do you accept?

Litecoin (LTC) with fully automatic delivery: your key arrives within minutes, day and night. PayPal (Friends & Family) works too, but by hand: create your order from your basket and choose "Request PayPal payment". We open a ticket for that order, send you the payment details there and deliver once the payment is in.

Why is only Litecoin automatic?

Litecoin is fast (about 2.5 minutes per block), cheap to send and every payment can be checked on the public network. That lets us deliver without anyone checking payments by hand. PayPal payments have to be checked by a person.

Where do I get Litecoin?

From any major crypto exchange or wallet app that lets you buy with card or bank transfer. Then send the amount from there to the address on your order page.

What if I send too little?

Your order page shows the missing amount. Send the rest to the same address within the 30 minutes and both payments are added up.

How long can I wait before paying?

Your order stays open for 24 hours after you create it. Once you choose Litecoin, the price is locked for 30 minutes. If that runs out, you can start a new payment window on the order page within the 24 hours. A PayPal request stays open until we have sorted it out with you in the ticket.

I paid too late.

Payments that arrive after the 30-minute window are not lost. We review them manually and you see the result on your order page. Open a ticket for that order to speed things up.

Delivery

How long does delivery take?

With Litecoin, your key is emailed automatically as soon as your payment is confirmed on the network. Orders up to €100 need one confirmation (about 2.5 minutes), larger orders need three. PayPal orders are delivered as soon as we have checked your payment in the ticket.

I did not get an email.

Check your spam folder first. Your key is also shown on your order page, which you find in your account. You can request the email again from there.

I made a typo in my email address.

No problem: your key is also on the order page in your account. The email address is only used to send you the key.

License and software

Can I use my license on more than one PC?

That depends on the product, the product page shows the details. Switching to a new PC? Open a ticket with your order and we will help.

How do I activate my key?

Sign in with Discord and open My account → Downloads. Download the launcher, start it and paste your key when it asks for it.

Where are the downloads and guides?

In your account: sign in with Discord and open the Downloads tab (and Guides, if there are any). Every signed-in user can access them, no purchase needed.

Can I get a refund?