Support

Where do I enter my key?

Your key arrives by email from Polar right after checkout. To activate it, open the report page or the pricing section, choose Unlock with your licence key, and paste it in.

My key says it did not check out

• Check for a stray space at the start or end when pasting.
• Use the whole key, including the LOUPE- prefix.
• If the subscription was cancelled or a payment failed, the key stops validating. Polar emails you when that happens.

Still stuck? Email us the key and we will look it up.

Does my key work on more than one computer?

Yes, on your own machines. Pro is a licence for one person, so use it on your laptop and your desktop as much as you like. Agency covers one studio, up to five people, which is the plan to be on if colleagues need it too.

Activation is stored in the browser rather than in an account, so paste the key once per browser you work in.

We're a bigger team than that

Email billing@lucency.dev and we will work something out. There is no automated seat counting, so this runs on trust: if Loupe is earning its keep across a larger team, paying for that is what keeps it being built.

I cleared my browser data and lost Pro

Activation lives in your browser's local storage, so clearing site data removes it. Paste the key again to restore it. Your key does not expire or get used up.

The Branding button is locked

Putting your own logo and name on a report is part of Agency. Pro covers the crawl, PDF export and saved reports. If you are on Pro and want branding, email us and we will sort out the difference rather than making you buy twice.

A crawl did not find every page

The crawl follows links from the page you start on, one level deep, and stays on the same domain. If a page is only reachable through a menu that needs JavaScript, or sits deeper in the site, start the crawl from a page that links to it. A footer with links to your main pages works best.

The extension does not run on this page

Chrome blocks all extensions on a few page types: the Chrome Web Store, chrome:// settings pages, and other extensions' pages. Nothing is wrong with Loupe, and there is no workaround. It also cannot run on Chrome for iOS or Android, which do not support extensions at all. On a phone, use the web scanner instead.

Can I trust the results?

Loupe runs axe-core, the same engine behind most professional accessibility tooling. Automated testing catches a meaningful share of WCAG issues, not all of them, so treat a clean scan as a good first pass rather than a certificate. Anything promising one-click compliance is overpromising.

Who charges me?

Payments run through Polar, which acts as merchant of record and handles VAT. Your statement shows Polar, not Loupe.

How do I cancel or change my plan?

Use the customer portal link in your Polar receipt email to cancel, switch between monthly and yearly, or update your card. Cancelling stops the next renewal and your key keeps working until the period you already paid for ends.

Refunds

If Loupe is not what you expected, email billing@lucency.dev within 14 days of your payment and we will refund it. No form to fill in, and you do not need to justify it.

Email billing@lucency.dev with the page you were scanning, what you expected, and what happened. A screenshot helps a lot. Accessibility bugs in Loupe itself are taken seriously: an accessibility tool that is not accessible is a bug worth fixing.

Scans run entirely in your browser. The pages you scan are never uploaded, and there is no server-side record of what you looked at. Full detail is in the privacy policy.