Last updated · August 31, 2026
Need a hand? Here is where to reach us.
Email [email protected]. That is the whole support system — no portal, no chatbot, no ticket number. We read every email and reply as soon as we can on working days.
If your question is about a purchase, a licence that is not showing up, or a refund, include the email address you paid with. If a page did not capture correctly, include the page address and a short description or screenshot. Those two details are what let us actually fix things instead of asking you follow-up questions.
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1. How to reach us
Email [email protected].
We read every email and reply as soon as we can on working days. There is no support portal, no live chat, and no phone line — a small team reads the same inbox, which is also why the reply you get is from someone who can actually change the product.
- Write in English or Chinese, whichever you prefer.
- One email per issue is easier to track than a long thread covering several.
- You do not need an account to email us.
2. Purchases, licences, and Pro not showing up
Panorix Pro is tied to the Google account you signed in with, not to a device. So the first thing to try is almost always the same: sign in on the Account page with the same Google account and use Restore purchase.
That covers a new computer, a new Chrome profile, a reinstall, or a session that expired. After it succeeds, reopen the Panorix popup in Chrome once so the extension picks the change up.
- Account page → sign in → Restore purchase.
- Then reopen the Panorix popup in Chrome.
- Still Free afterwards? You may have paid with a different email address than the one you sign in with — email us the order email and we will move it over.
If Panorix says your Pro is active but asks you to sign in again, your session simply expired. Your subscription is untouched; signing in again is all that is needed.
3. A page did not capture correctly
This is the most useful kind of report we get, and the one we most want. Panorix is built to fail loudly rather than quietly hand you a stitched-wrong image, so if something looks off we would rather hear about it.
Please include:
- The address of the page (or the app and the kind of view, if it is behind a login).
- What you expected versus what you got.
- A screenshot of the result, if you can share one.
Please do not send us anything confidential. A screenshot of a similar public page is usually enough for us to reproduce the problem.
4. Billing and refunds
Invoices, payment methods, and auto-renewal are handled in the Lemon Squeezy customer portal, which you can open from the Account page with Manage subscription.
Refund requests come to us by email. The policy is on the Refund page.
- Manage subscription → billing history, payment method, auto-renewal.
- Refund requests: email [email protected] with your order email.
5. What we cannot help with
Being straight about the edges saves everyone time.
- We cannot recover a capture you did not save — captures are processed locally and are not stored on our servers.
- We cannot see your screenshots, page content, or account data, so we cannot look up what went wrong without the details you send us.
- We do not currently offer team plans, seat management, or invoicing beyond what Lemon Squeezy provides. For team purchases, email us and we will work something out manually.