@RISK: Purchase FAQs for Online Customers

Frequently Asked Questions for online customer purchases.

Sep 23, 2026
Knowledge

Title

Answer

Q. Can I get an invoice / quote upfront (pre-purchase)?

A. Paddle is the merchant of record for Lumivero webstore product purchases - as such they are unable to provide pre-purchase quotes, nor fulfil Purchase Orders.
Likewise, Lumivero Support are unable to offer upfront quotes for webstore purchases- the webstore is self-serve with current pricing and purchase options presented at the webstore. https://shop.lumivero.com

Q. I need to confirm bank details by phone, is that possible?

A. Please email procurement@paddle.com to arrange with Paddle’s Order Support Team.

Q. How do I amend the email associated with a purchase?

A. There is currently no self-serve option to amend the email address associated with a purchase- please visit https://community.lumivero.com/s then Log In/create your Customer Community account, and generate a Support request, providing as much information relating to your account and purchase as possible.

Q. Can I transfer my subscription to another user?

A. Please visit https://community.lumivero.com/s then Log In/create your Customer Community account, and generate a Support request, providing as much information relating to your account and purchase as possible.

Q. I haven’t received my license key/ software download?

A. Subscription purchase receivables are delivered to the email associated with the purchase post completion of payment and checkout. Please allow up to 24 hours for completion of delivery, and check any Spam folders for the welcome email. If 24 hours pass without receipt of your license key and welcome pack, please visit https://community.lumivero.com/s then Log In/create your Customer Community account, and generate a Support request, providing as much information relating to your account and purchase as possible.

Q. Can I purchase licenses for older software versions?

A. Only the latest software version licensing is available for purchase, to ensure the best customer experience, technical support and access to any software updates that become available throughout the subscription term.
For further assistance related to licensing and software versions- Please visit https://community.lumivero.com/s then Log In/create your Customer Community account, and generate a Support request, providing as much information relating to your account and purchase as possible.