Version and context
Mention Windows 10 or 11, the approximate version, whether Latence is running as administrator and exactly when the issue appears.
Support
Latence help for Windows
Need help installing Latence, managing your account, understanding rollback or diagnosing a Windows optimization? Start with the common cases below before contacting support.
Before writing
Information that speeds up an answer
Support can help with installation, Pro access, the customer portal, backups, rollback, network diagnostics and unexpected behavior after optimization. The more specific your message is, the more useful the answer can be.
Error or screenshot
If an error appears, copy its text or attach a screenshot. Say whether the issue occurs during download, installation, startup or a specific action.
Before and after
For an optimization issue, include the applied profile, the tested game, what changed and whether you used a snapshot or rollback.
Common problems
Find the right starting point
Download or installation
Download Latence from the official page. If Windows displays a warning, verify the file source and avoid unofficial mirrors.
Administrator access
Latence runs as administrator for compatibility and risk-management reasons. Windows displays an authorization prompt at startup.
Account and subscription
For Pro access, use the same email address as your purchase. Billing is handled through Stripe from your account.
Rollback
If a setting does not suit your PC, restore the snapshot first. The Windows optimization rollback guide explains the process.
Unstable network
For ping, jitter or bufferbloat, compare Wi-Fi and Ethernet, then read the gaming network optimization guide.
Uninstallation
Uninstall Latence from Windows Settings. If you applied system changes, restore any useful snapshots first to return to a known state.
Limits
What support can and cannot do
Support can help you use Latence correctly, understand a diagnostic or roll back a change. It cannot guarantee an FPS gain on every setup, repair a saturated ISP connection or replace a hardware manufacturer's support.
Application help
Installation, startup, accounts, Pro access, billing, rollback, diagnostic readings and before-and-after testing methods.
Your configuration
Drivers, antivirus software, Windows permissions, routers, Wi-Fi, background services and specific games can all affect the result.
Sensitive information
Never send your password, payment-card information or unnecessary personal data. Support does not need any of them.
Support FAQ
Common questions
How long should I expect to wait for an answer?
Requests involving payments, downloads or blocked access are handled first. Optimization issues often require more detailed context before they can be diagnosed.
What should I do before contacting support?
Restart Windows, launch Latence as administrator, note which profile you used and check whether rollback resolves the issue.
Can support analyze my ping?
Support can help you interpret Latence measurements, but high ping may come from the game server, router, Wi-Fi, ISP or bufferbloat.
Can I request a refund?
For payment or withdrawal questions, contact support using the purchase email address. The applicable conditions are explained in the terms.
Haven't installed Latence yet?
Start with the official download page to avoid unverified versions.