# FAQ

> Quick answers on license expiry, moving licenses, cancellations, refunds, invoices, trials, SLAs, and sharing access with your team.
>
> Canonical: https://xdp.network/docs/account-billing/faq · Updated 2026-08-09

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](/docs/account-billing/managing-products).

### A product I bought is missing from My Products — what now?

Open a ticket. Support assigns the purchase to your account.

## Next steps

- [Managing products and licenses](/docs/account-billing/managing-products)
- [API keys and credentials](/docs/account-billing/api-keys)
- [Dashboard overview](/docs/getting-started/dashboard-overview)