1. Contact us
Send all enquiries, bug reports, and refund requests to 434260666@qq.com. We normally reply within 3 business days.
To help us resolve your issue faster, please include your operating system and version, the app version (shown on the About page), and a description of what happens.
2. I did not receive the licence key email
After a successful payment, the licence key is sent automatically by the payment provider to the email address you entered at checkout. In most cases a missing email means your mail provider filtered it. Please check in this order:
- Check your spam folder and any "Promotions" tab first, then add the sender to your allow list;
- Apple’s `@icloud`, `@me`, and `@mac` addresses, and privacy-relay addresses of any kind, block automated mail noticeably more often. If you use one of these, we recommend buying with Gmail or Outlook instead, or contacting us for a manual resend;
- Confirm the email address you entered at checkout has no typo;
- Network proxies and corporate mail gateways can also delay or drop this kind of mail. Try again later or check from a different network.
If you have checked all of the above and still have nothing, email 434260666@qq.com from the address used at purchase, with "Resend licence key" in the subject and your order number, and we will resend it.
3. The licence key will not activate
- Make sure you copied the entire key. The app trims leading and trailing spaces and line breaks automatically, but a key that was only partially selected in the email cannot be activated.
- Turn off any VPN, proxy, or DNS-splitting tool and try again. Activation requires a network check, and a proxy can route the request through a broken path, which shows up as a "network error" rather than a "wrong key" error. This is the first thing comparable products tell users to check. If you cannot disable it, tether to a mobile hotspot and retry.
- Confirm your network can reach `www.kmpstudy.com` (opening this site in a browser is a quick check).
- If the message says the device limit has been reached, see the next section.
If it still fails, send us the app version from the About page, your OS version, and the exact error message.
4. Switching computers, or the device limit
Each Pro licence can be activated on 2 devices.
- Planned replacement: deactivate the old device in the App’s licence settings first, which frees the slot, then activate on the new device;
- Lost, reinstalled, or unbootable old device: email support with your order number and what happened, and we will release the old device for you.
5. Free edition and trial
- New users get a 7-day SolarSnap Pro trial. The start date and remaining days are shown on the licence page in the App.
- Trials are per device. Reinstalling on the same device does not grant a new trial.
- SolarSnap Pro is a one-time purchase, not a subscription, so nothing is charged automatically when the trial ends — the App simply returns to the Free feature set.
6. Invoices, refunds, and orders
- Invoices are issued automatically by the payment provider and normally accompany the order confirmation email. Contact us with your order number if you need one reissued or corrected;
- Refund requests and the process are described in the Refund and Cancellation Policy;
- For any payment or order question, email us directly and we will help check it with the payment provider.
7. Updates and versions
- The App includes an update checker; you can view your current version and check manually in settings;
- Versions obtained through the Microsoft Store are updated by the Microsoft Store — the App will direct you there rather than to a download on this site;
- You may skip a particular update prompt if you prefer to stay on your current version.
8. Feature requests and bug reports
We welcome both problems you run into and features you would like to see — write to 434260666@qq.com. Bug reports that include reproduction steps, screenshots, or logs are far quicker for us to act on.
Please also tell us your operating system and architecture (Windows x64 / ARM64, macOS Intel / Apple Silicon, Linux x64 / ARM64), as the implementation path can differ between platforms.