Your account, your email, and what support cannot recover
Why your delivery email is effectively your account and what each credential is tied to. How to change your email safely, and what support cannot do when a mailbox is lost.
Short answer
Every confirmation, status update and issued licence goes to the order email, so access depends on that mailbox. Support can find an order by its reference, but the site makes no promise to restore access tied to an email you no longer control.
On this page9
- Why your delivery email is your account
- What each credential is for
- How to secure your access in five minutes
- How to change your email without losing access
- Why you should keep your licence key private
- What if you lose access to your email?
- What each access problem means and how to fix it
- What to check before opening an access ticket
- Common access questions
Why your delivery email is your account
The email typed at checkout is where the confirmation, the status updates and any issued digital access go, and the licence is issued to that address. The delivery message carries the full key and a private download link. The tracker shows the key only in masked form, because the full value belongs to the account that paid. Everything else, such as the order reference, the profile page and the Downloads form, is a way of reaching what that mailbox has already received. So treat the address as part of the purchase, not as a contact detail.
What each credential is for
There are four credentials, and each does a different job. Mixing them up is how a receipt number gets treated as a password and a password ends up in a screenshot.
- Order reference
- LS- plus eight characters. A public receipt number: it looks an order up on Track without a login and is safe to paste into a ticket
- Licence key
- LS- plus four groups of five characters. A bearer credential: whoever holds it opens the same Downloads view. It is not accepted in place of an order reference and a reference is not accepted in its place
- Account email
- Signs you in, and is the only way to look an order up by email rather than by reference. Email lookup requires being signed in as the owner of that address
- Order email
- Where delivery is sent. It is recorded on the order, so a delivery cannot be re-pointed by editing a profile after the fact
How to secure your access in five minutes
Do this now, while you still have access to everything, because none of these steps can be done once the mailbox is lost.
- Use an email address you own outright, not a work address or one on a domain someone else renews
- Turn on two-factor authentication with your mail provider, because that account is the recovery path for everything else
- Set a unique password for your store account and keep it in a password manager, since the terms make protecting your credentials your responsibility
- Sign in and confirm that your orders and licences are listed on your profile under the address you expect
- Save the order reference and the delivery email somewhere outside that mailbox
- Keep the licence key in the password manager, not in a chat log or a screenshot folder
Info
How to change your email without losing access
An email change is confirmed at the new address before it takes effect. A confirmation link is sent there, and the account keeps the old address until that link is followed. So you need working access to the new mailbox when you make the change. That is also why an email change cannot rescue an account whose old address is already gone. Change the address while both mailboxes work, and check that the profile shows the new one before you close anything down. If you sign in with Google or Discord, the session is tied to that provider, so treat that account's recovery settings as part of this checklist.
Warning
Why you should keep your licence key private
The licence key is a bearer credential, which means anyone who has it can verify it and see the same delivery view you do. Keep it in a password manager and nowhere else: not in a URL, a public screenshot, a video, or a ticket that is not yours. For exactly this reason, the verification endpoint keeps the key in the request body rather than the address bar. It also rate-limits guesses, because guessing is the attack. Under the terms, digital licences are personal and non-transferable once activated, so sharing one with a friend simply spends your own entitlement. If you think a key has leaked, open a ticket with the order reference and say so clearly.
Warning
What if you lose access to your email?
Support can look an order up by its reference and see what was issued, but it cannot recover your mailbox. If the lost mailbox is the only evidence of the purchase, support also cannot verify that the person asking to move the delivery is the buyer. The terms make you responsible for protecting your credentials, and they disclaim liability for unauthorised access or account compromise. Nothing published on the site promises that an order whose delivery email you no longer control can be transferred to a new address. Bring the order reference, the approximate purchase date, the payment method and any transaction hash to a ticket. Ask what is possible in your case without assuming the answer, but plan on the basis that the mailbox is the account.
What each access problem means and how to fix it
Four of these five look the same from the outside but need completely different fixes. Read the exact message on the page before you decide you were sold nothing.
| Symptom | Likely cause | Fix |
|---|---|---|
| License not found or order not completed, on Downloads | The key is mistyped, or it belongs to an order that is not completed yet | Compare the key character by character with the delivery email, then check the order state on Track. The full key is required, and an order reference is refused on purpose |
| This licence has expired | The licence had an expiry date that has now passed, but the order record itself remains | Open a ticket with the order reference, or renew, because an expiry does not erase your purchase history |
| We couldn't reach the license database | A service failure, not a bad key, which is why the message says your key is fine | Wait and retry. Do not conclude the key is void, do not rebuy, and do not open a payment dispute over an outage |
| Email lookup on Track asks you to sign in | Looking an order up by email only works for the signed-in account that owns that address | Sign in, or look the order up by its reference, which needs no account at all |
| Verification succeeds but the item list is empty | The entitlement is confirmed, but no delivery item has been marked ready for it | Contact support with the order reference shown on that page, because this is an order-record problem rather than a wrong credential |
What to check before opening an access ticket
- You have tried the order reference on Track as well as the key on Downloads
- You have checked the spam and promotions folders in the delivery mailbox
- You have the order reference, plus the payment method and date if you have them
- You know whether the problem is the key, the email, or the order state
- You are opening one ticket, not one for each page you tried
- You have not posted the licence key in a public channel while asking for help
Common access questions
I never received the delivery email. Where is my key?
Check the order state on Track first: a key only exists once the order is Delivered, and a per-order build waits in its window before that. If the order is Delivered, check your spam folder and then open a ticket with the order reference.
Can support move my order to a new email address?
Nothing published on the site promises that, so treat it as a case-by-case decision rather than a feature. Ask in a ticket with the order reference and expect identity questions, because the mailbox is normally the evidence of purchase.
Someone else has my licence key. What now?
Open a ticket with the order reference and state that the key is compromised. Anyone holding a key opens the same delivery view, and licences are personal and non-transferable once activated.
Is my order reference secret?
No. It is a public receipt number used to look the order up without a login, and it is the value you should paste into tickets. The licence key is the credential, and that is the one to keep private.
I deleted my account. Are my licences gone?
Deleting an account is a destructive action, and the settings page asks you to type your email to confirm it. If you still hold licences you intend to use, open a ticket before you delete anything.
Sources
No outside sources are used. It describes the store's own order emails, licence keys, account settings and published terms.
Read next
- How licence keys and downloads work
- How to track an order
- Your first order, from decision to first launch
- Writing a support ticket that gets solved on the first reply
- Refunds, replacements and why a chargeback works against you
- How payment works, and why crypto is the norm here
- Reading the status board like an operator
Still stuck? Open a ticket on Discord
All guides