FAQ
Quick answers on license expiry, moving licenses, cancellations, refunds, invoices, trials, SLAs, and sharing access with your team.
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- Licenses and billing
- Do one-time licenses expire?
- Can I move a Game license to a new server?
- How do I cancel PingLess WAF?
- How do I request a refund?
- Where are my invoices?
- Is there a free trial?
- Do you offer SLAs?
- Access and account
- Can I share access with my team?
- A product I bought is missing from My Products — what now?
- Next steps
Quick answers to the questions support hears most about licenses, billing, and access. Where there is no self-serve UI, the honest answer is a ticket — open one from My tickets in the console sidebar.
Licenses and billing
Do one-time licenses expire?
No. OpenShield-XDP, Game, and Game Pro are one-time purchases with lifetime updates
included. The license expiry the agent reports (license.expires_at) is there so
support can verify your license.
Can I move a Game license to a new server?
There is no self-serve flow. Open a ticket and support moves the license for you.
How do I cancel PingLess WAF?
Open a ticket. WAF plans are billed monthly, and support processes the cancellation for you.
How do I request a refund?
Open a ticket with your order details. Refunds are not self-serve, so support handles each request.
Where are my invoices?
If you need an invoice re-sent, open a ticket and support sends it to you.
Is there a free trial?
No. The pricing page lists what each product includes before you buy.
Do you offer SLAs?
PingLess WAF Pro includes a 99.99% mitigation SLA. For anything beyond that, ask in a ticket.
Access and account
Can I share access with my team?
Yes. An admin grants sub-users per-server analytics and control permissions under Administration → Users & Products — see Managing products and licenses.
A product I bought is missing from My Products — what now?
Open a ticket. Support assigns the purchase to your account.