Support
Support for Lucentive
One email route for billing, privacy, security, and general requests.
Email support
Send your request to hello@lucentive.io. Use a clear subject and send one request per message so it can be routed accurately.
Existing Early Support contributors can manage or cancel monthly support securely, including while new contributions are closed.
Choose the closest category
Billing and payments
Name the Lucentive product or service, describe the issue, and include an invoice or receipt reference if one is available. Do not include full payment-card data.
Privacy and data
Name the Lucentive product or page involved, the type of request, and the email address connected to it. Share only the personal information needed to identify the request.
Security
Name the affected product or page, what you observed, when it happened, and the possible impact. Do not send passwords, access tokens, private keys, or other secrets.
General support
Describe what you need help with and the Lucentive product or page involved. We will route the message to the relevant team.
What to include
A useful first message includes the minimum information needed to understand and reproduce the issue:
- the product or Lucentive page involved;
- a short description of what happened;
- the steps that led to the issue;
- the date, time, and time zone;
- the exact error message, if there is one;
- your browser, app, or device version when it may be relevant;
- a screenshot only after you remove personal or confidential information.
Keep sensitive data out of email
Never send passwords, access tokens, private keys, full payment-card data, recovery codes, or other secrets. Remove unrelated personal and confidential information from screenshots, logs, and attachments before sending them.
What happens next
We review each message and route it according to the request. Response times vary with the request and available coverage. We may ask for more information before we can investigate or take action.