Need Help? Contact Us!

Need Help? Contact Us!

Our most commonly asked questions and links to help documentation are below! If you can't find a solution in these materials, please contact our help desk or give us a call during listed business hours.

Online Videos

Are you a visual learner? Check out our collection of video tutorials for learning our software or troubleshooting common sitautions.

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Hardware Documentation

Misplace your manual? You can find all of our hardware guides online.

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Software Documentation

Details about every software feature are available in our online help files. Just use the table of contents or search function to research a topic!

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Top Help Desk Questions

  I've ordered from you for years but the store is saying I don't have an account!

  I'm brand new to light shows - what do I need to order? How does this all work?

  What are "CPC Packages" and "RGBPlus Sequences?"

  My Pixie controller is only lighting up 50 pixels but I have 100 connected! What is happening?

  Only the first 6 pixels on my pixel strands are lighting up when I'm using your sequence. Why doesn't the whole strand work?

  How do I connect all of the stuff I just bought to my computer or Showtime Director?

  I forgot my license information or need to change my license email address.

  My computer says I've "reached my maximum license seats." How do I free up a computer?

  I just placed an order but I need to make changes - help!

  Are there online groups I can join for Light-O-Rama support?

  I don't have time to look online for the answer, can I just call you?

Contact the Help Desk

Response times for tickets are often much faster than phone calls during the Christmas season! Tickets submitted during weekday business hours will recieve a first response within 24 hours. Tickets submitted over the weekend may take up to 72 hours to recieve a response.

Thank you for your patience!

Bitdefender and McAfee antivirus software are common sources of Sequencer playback problems. Please disable both before submitting a ticket.

Don't forget about our Official Forums and Official Facebook Group for quicker assistance from fellow members of the Light-O-Rama community.

Help Desk Hours:

Monday: 8:00am - 6:00pm Eastern

Tuesday: 8:00am - 6:00pm Eastern

Wednesday: 8:00am - 6:00pm Eastern

Thursday: 8:00am - 6:00pm Eastern

Friday: 8:00am - 6:00pm Eastern

Saturday & Sunday (Jan. - Oct.): Help Desk Closed

Saturday & Sunday (Nov. - Dec.): Limited daytime hours. Tier 1 basic support only.

Federal Holidays (and Federal Holiday Observances): Help Desk Closed

Help Desk support is only offered for FULL Light-O-Rama systems. We do not provide official support for using hardware/lights from other manufacturers with our software, or for configuring our hardware in non-LOR software.

Open a Ticket By Clicking a Topic Below.

Pre-Sales & Purchase Orders

Pre-Sales & Purchase Orders

Order Change or Return, or Shipping

Order Change or Return, or Shipping

S6 Beta Software Box

Software or Sequence Store Support

Hardware Support or Repairs

Hardware Support or Repairs

Note: We are currently not accepting repair requests.

Contact Us By Phone

During the busy season, if your request is not urgent, please consider submitting a help desk ticket instead of calling so that we are able to assist as many customers as possible each day. We will schedule phone calls for situations requiring additional assistance.

If you choose to call us directly for technical troubleshooting, you must be at your computer or near your equipment at the time of your call or else we will request that you submit a ticket to schedule a callback

Phone Hours:

Monday: 10:00am - 4:00pm Eastern

Tuesday: 10:00am - 4:00pm Eastern

Wednesday: Phones closed (Help Desk Open!)

Thursday: 10:00am - 4:00pm Eastern

Friday: 10:00am - 4:00pm Eastern

Saturday & Sunday: Phones closed

Federal Holidays (and Federal Holiday Observances): Phones Closed

Phone support is only offered for FULL Light-O-Rama systems. We do not provide official support for using hardware/lights from other manufacturers with our software, or for configuring our hardware in non-LOR software.

Click on the sentence below that most closely relates to your situation for instructions about how to contact us by phone and to find our phone number.

  I'm brand new and have a sales question that wasn't answered on the "I'm New, What Do I Do" webpage. What is your phone number and what department should I call?

  I need help placing an order or I am having problems adding items to my online cart. What is your phone number and what department should I call?

  I have a hardware question I couldn't find the answer to in the manuals or the product purchase page. What is your phone number and what department should I call?

  I have a software/sequencing question and couldn't find the answer in the online help documentation or video tutorial page. What is your phone number and what department should I call?

Light-O-Rama Starter Packages

Light-O-Rama Starter Packages

RGB Packages and Kits

RGB Packages and Kits

Further Assistance

  If you have been invited to attend a remote session by our Help Desk staff, click here.