Order help
Paid for a digital key? What to check before ordering again
If you have paid and cannot find your key, go back to the original order before placing another one. A second purchase can leave you with two orders while the first issue is still unresolved.
Lunor's product listings describe instant key delivery. Payment confirmation and key redemption are separate steps, though, so first work out where the order has stopped.
Check the original order's payment status
Return to the order page or payment confirmation you used at checkout. Look for whether the order is completed, still awaiting payment, or showing an error. A payment record on your side is useful evidence, but it may not explain what the order page is waiting for.
Keep the order reference and payment receipt. If the status is unclear, contact support with those details before sending another payment. Do not assume opening a new checkout fixes the original order.
Check whether this is a delivery or redemption problem
If the order is complete, review its delivery information and any email associated with the purchase, including spam folders. Some products have additional redemption instructions, so read the delivered information before looking for a code in the software itself.
If you already have the key and the product rejects it, tell support the exact error message. Check that you are using the selected product and version: a Maru Mobile purchase, for example, should not be treated as proof that you bought the PC version.
Send support enough detail to find the issue
Include the order reference, product name, selected plan or device variant, and what happened after payment. For a redemption error, include your operating system and the exact message. A cropped screenshot can help if it shows the status or error without exposing the key.
Use Lunor's support page or the Discord community linked from the store. Keep paid keys and payment details out of public channels. Support can ask for any additional information through the appropriate ticket.
Read the refund policy before requesting a replacement
Lunor's refund policy says refunds are typically not offered, though individual situations may be considered. It directs customers to open a Discord ticket. A missing key, incorrect variant, or failed redemption therefore needs an explanation of what happened rather than an assumption that a refund is automatic.
Save the original order details until the issue is resolved. If you are about to buy the same product again, wait for an answer on the first order so you can make that decision with the payment and delivery status clear.