Start here
Read the User GuideSetup, accounts, monitoring, parties, Sentinel, dashboard, and troubleshooting.
Plans and featuresCompare what is included before reporting a control as unavailable.
Cancel renewalUnderstand the effective date and what remains active.
Billing and refundsSee the evidence needed for a billing review.
Quick checks before contacting Support
- Use Check for Updates in Lorencia and update Bastion and connected Sentinels.
- Confirm the correct Game Server, character name and slot, and resolution.
- Run one affected account and note the approximate time and first red or warning message.
- For a Sentinel issue, confirm its PC is awake, online, running Lorencia, and visible in Bastion.
- For dashboard or push issues, confirm the dashboard shows Connected and the browser notification permission is allowed.
If an automation is acting on the wrong window or should stop immediately, press Esc.
What to include
- The Lorencia version shown on each affected PC.
- Which PC, Game Server, screen resolution, and whether Ctrl+F low-resource mode is active.
- What you expected, what happened, the approximate time, and steps to reproduce the problem.
- The relevant message shown by Lorencia and a cropped screenshot or recording if it helps explain the problem.
- For billing, the purchase reference, date, currency, and amount—not payment-card details.
Never send these in a support message
Keep secrets private: never send game passwords, a full license key, card details, Lorencia files, or a full desktop capture containing unrelated personal information.
Support may ask for more information after reviewing your report. Send only what was requested and remove unrelated account or personal data.
Send a support request
Use this private form for technical, billing, cancellation or refund, and privacy requests.