Troubleshooting.
Work through the most common setup and account issues before opening a support ticket.
Customer guide
Official documentationLoader will not open #
- Complete the runtime requirements and restart Windows.
- Close duplicate loader windows and try one copy of the current release.
- Check Windows date and time, and confirm your internet connection works.
- If Windows blocks the file, review the detection and contact support without disabling protection.
If the issue continues, capture the exact message or a screenshot and include it in a setup ticket.
Sign-in problems #
Use the same account as the website. Check your username or email, password, keyboard layout, and Caps Lock. Complete the human verification on the website before submitting the sign-in form.
If you see a message about too many attempts, wait before retrying. If your account remains inaccessible, use the support page to find the next steps. Never share your password.
Missing product access #
Compare the account in your loader with the account in your dashboard. Check that the product’s license was redeemed successfully and is still active.
If you purchased with VHCoins, an approved request must still be redeemed from License requests. Check Product status for maintenance or updating notices, then open a license ticket if the problem remains.
Download issues #
The download asks me to sign in.
Your website session may have ended. Sign in again and return to the Download tab.
It says an active license is required.
Check Your subscriptions in the dashboard. Redeem a valid license or review an expired subscription before downloading.
The loader is temporarily unavailable.
The current release is not available for download. Try again later or ask support; do not use an unofficial mirror.
I reached the download limit.
Downloads are rate limited. Wait for the limit to reset rather than repeatedly retrying. Contact support if you still cannot download later.
