Self-Service Entitlements · Direct Engineering Support · RacoLab

Customer Support & License Recovery

Manage your 2-Mac Compatibility Mode license, recover a lost activation key (jump to key recovery), troubleshoot ~3.05 GB runtime downloads, or reach RacoLab directly at support@exevery.app.

Step 1 & Step 2 · Key Rotation

Self-Service License Key Recovery

Lost your activation key? Enter the email address used at Paddle checkout ($29 launch / $49 regular one-time license). If an active license is associated with it, api.exevery.app emails a single-use confirmation link (valid for 15 minutes). Confirming that link rotates your key and emails a replacement. Existing Mac activations stay active. Limited to 3 requests per email and 5 per network per day.

Decision 4A · max_activations = 2

Device Slot Management & Direct Support

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

  • Immediate Self-Service Deactivation: Deactivate an active Mac slot directly inside Exevery or via POST /v1/licenses/deactivate up to 3 times per rolling 30-day window.
  • Cooldown & Hardware Replacement Help: Exceeding 3 self-service transfers within 30 days triggers deactivation_cooldown_exceeded (with deactivation_cooldown_until). If your Mac was repaired or replaced, email support@exevery.app for a manual seat reset.
  • Guaranteed Local Data Safety: Deactivating a device slot or rotating a key never deletes your locally installed Windows applications or bottles (preserve_installed_data: true).

Troubleshooting ~3GB Runtime Downloads & Activation

30-Minute Presigned URLs & HTTP Range Resume

Both Free Game Mode and Compatibility Mode fetch 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 an account. Presigned URLs are valid for 30 minutes and resume automatically from the last verified byte offset. Ensure at least 10 GB of free disk space before extraction.

Daily Download Quota & Diagnostics

To prevent automated 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 (runtime_download_rate_limited). When contacting support@exevery.app on Apple Silicon (arm64, macOS 14.0+, app v1.2.0), attach your exported diagnostic bundle or review our Refund Policy.