Help & Support
For setup, access, billing, cancellation, or privacy questions, email [email protected]. Support is handled by email. If your issue affects an upcoming renewal, include the renewal date in your message.
Include these details
- Your billing email and plan.
- Whether the issue is with Essential, Professional, Discord, or billing.
- Your device and app, the error message, when it happened, and what you have already tried.
- For billing questions, the charge date, amount, and transaction reference.
Do not send passwords, verification codes, full card numbers, or card security codes. Remove those details from screenshots.
Getting connected
Essential: Use the server address, username, and password in your welcome email. Change your password after signing in. Check your device against supported client applications.
Professional: Use your existing client account and accept the library invitation. At checkout, enter your access email if it differs from your billing email. Check application and playback requirements on your device; RaptorMedia's fee does not include separate third-party subscriptions or application purchases.
Business: Includes both of the above, with separate sign-ins for each service.
Your plan allows one simultaneous connection per service account; Business allows one on each service. Check device compatibility before subscribing if a particular device is essential to you.
Common next steps
Check spam or junk folders for messages from [email protected]. Use My account for subscription details, payment history, and service password resets. If payment is confirmed but setup email or access is missing, contact support rather than purchasing another subscription.