How to get help

These docs cover most of what you'll need, but if you're stuck, hitting a bug, or just want to talk to someone, here's where to go.

Community Discord

The fastest way to get an answer is the Lumora Discord server.

It's where the team and other operators hang out. Good for:

• "How do I…" questions
• Sharing templates and asking for feedback
• Show-day issues where you need an answer in the next ten minutes
• Suggesting features

We aim to read everything posted in the help channels within a working day, and operators in different time zones often jump in faster than we do.

Email support

For anything that doesn't fit a public chat, or that includes account / billing details, email us at support@lumora.live.

Use email for:

• Account, login, or password problems
• Billing questions and refund requests (see Subscription management)
• Bug reports that include screenshots, logs, or workspace IDs you'd rather not post publicly
• Anything sensitive

Response targets:

Plan	Target response time
Free / Standard	Best effort, usually within 1–2 working days
Professional	Within 1 working day, priority queue
Enterprise	Direct contact (see below)

Enterprise direct contact

Enterprise customers get a named contact at Lumora reachable by email, WhatsApp and, on request, scheduled video call. The contact is assigned during onboarding and is your route for:

• Architectural questions and integration planning
• On-prem deployment support
• SSO, audit log, white-label configuration
• Coordinated incident response

If you're an Enterprise customer and don't have your contact's details, email support@lumora.live with your workspace name and we'll re-issue them.

Reporting bugs

Before reporting a bug, a quick sanity check that helps us triage faster:

1. Does it reproduce in a fresh browser tab? Hard-refresh first (Ctrl+Shift+R) to rule out a stale cache.
2. Does it happen on more than one channel / graphic / template? Narrows the surface.
3. What does the browser console say? Open DevTools (F12) and check for red errors around the time the issue happened.

When you report, include:

• Workspace name (or ID, from the URL)
• Approximate time the issue happened (so we can find it in logs)
• Browser + OS
• Steps to reproduce, if you've worked them out
• Screenshot or short screen recording if visual

Discord is fine for general bugs; email if it involves sensitive data.

Status and incidents

Live service status is at status.lumora.live.

The page shows current and historical incidents for the control panel, output rendering, and the Server API. Subscribe at the top of the page to get notified by email or webhook when something breaks.

Feature requests

Feature ideas are very welcome. Best routes:

• Discord #feature-requests for discussion and upvoting
• Email for longer write-ups, especially if your team would pay for a specific capability

We read everything but won't always commit to building it. Roadmap calls are made monthly and we publish notes after each one.