Exevery Customer Support & License Recovery

Need help with installation, ~3GB runtime downloads, license recovery, device deactivation, diagnostic log submission, or billing? Contact RacoLab at support@exevery.app.

1. Purchase Recovery & License Activation

When you purchase a Compatibility Mode perpetual license ($29 launch / $49 regular draft placeholder) through Paddle Billing, your license key is issued automatically after Paddle's signed transaction.completed webhook is verified by api-staging.exevery.app.

• Delayed or Missing Activation Email: Check your spam folder for your Paddle receipt and Exevery activation email. If you lost your key, use Restore your license key above. If nothing has arrived within a few minutes, email support@exevery.app with the email address used at checkout or your Paddle Transaction ID (txn_...).
• Activating in Exevery: Open Exevery → License & Entitlements and enter your license key (for example, EXEVERY-LIC-2026-ABCD). Exevery calls POST /v1/licenses/activate and caches your Ed25519-signed entitlement envelope locally for up to 7 days of offline operation.

Restore your license key

Lost your license key? Enter the email address you used at checkout. If an active license is associated with it, we will email you a single-use confirmation link (valid for 15 minutes); confirming that link rotates your key and emails you a new license key that replaces the old one. Your existing device activations are kept. Requests are limited to 3 per email address and 5 per network per day, and we never show whether an email address has a license.

2. 2-Device Limit & Self-Service Deactivation (Decision 4A)

Each paid Compatibility Mode license allows up to 2 concurrent active Mac devices (max_activations = 2), identified via a privacy-minimal salted hardware hash: SHA-256("exevery-device-v1:" + IOPlatformUUID).

• Immediate Self-Service Deactivation: You can deactivate an active Mac slot directly from the Exevery app or CLI (POST /v1/licenses/deactivate) up to 3 times per rolling 30-day window (monthly_deactivations_used <= 3).
• Cooldown & Hardware Replacement Help: If you exceed 3 self-service deactivations within 30 days, self-service deactivation enters a cooldown (deactivation_cooldown_exceeded / deactivation_cooldown_until). If your Mac was repaired, replaced, or erased and you need an extra transfer, email support@exevery.app with your license key hint (last 4 characters) or order email.
• Data Preservation: Deactivating a device slot never deletes your locally installed Windows applications or bottle files (preserve_installed_data: true).

3. Troubleshooting ~3GB Runtime Downloads (Decisions 1A & 3A)

Both Free Game Mode and Compatibility Mode download the shared runtime (prefex-vz-ubuntu-24.04-arm64-fex-wine-v2, revision 2026-10-21) from Cloudflare R2 via POST /v1/runtime/download without requiring a user account.

• Interrupted Downloads & HTTP Range Resume: Presigned Cloudflare R2 URLs are valid for 30 minutes and support HTTP Range resume. If your network connection drops or a URL expires mid-download, click Retry / Resume Download in Exevery to request a fresh URL map and continue from the last verified byte offset.
• Daily Download Quota (runtime_download_rate_limited): To prevent bandwidth abuse while keeping Game Mode account-free, runtime download-session requests are limited to 5 requests/day per device and 10 requests/day per IP (indicated by X-RateLimit-Limit-Device and X-RateLimit-Remaining-Device headers).
• Disk Space & Checksum Mismatch: Ensure at least 10 GB of free disk space before extraction. Exevery verifies the SHA-256 digest and byte size of vmlinuz, initrd.img, and rootfs.img before starting the VM.

4. Installation, Diagnostic Logs & Compatibility Reports

• macOS & Hardware Requirements: Exevery requires an Apple Silicon Mac (arm64 — M1, M2, M3, or M4) running macOS 14.0 Sonoma or newer.
• Submitting Diagnostic Logs: When reporting an installation failure or Windows application issue to support@exevery.app, please include your Exevery app version (e.g., 1.2.0), runtime revision (2026-10-21), macOS version, Apple Silicon chip model, execution mode (Game Mode vs. Compatibility Mode), and the exported diagnostic log bundle.

5. Billing, Refunds & Update Eligibility (Decision 5A)

Paid licenses include perpetual execution rights for owned versions and 1 year (365 days) of major.minor feature updates (updates_until), plus permanent eligibility for x.y.* hotfix patches and runtime revisions.

For refund requests or billing inquiries handled via Paddle Billing (Merchant of Record), review our Refund Policy or email support@exevery.app.