How support requests work
How to send a support request, follow its status, reply and reopen it, and reach us without the app.
Updated
Support requests are conversations with our support team that you can follow at your own pace. They aren’t a live chat: replies arrive in the app, and you can answer whenever you’re ready.
Send a request
- In the desktop app, open Help & Support and choose Support requests.
- Select New request and choose a topic: VPN connection, Billing, Account, Security, DataShield, Digital Identity or Other.
- Add a subject and the details, then select Send request.
- If a screenshot or document would help, attach it after the request is created. You can attach PNG, JPEG, PDF and plain text files.
Follow a request
- Received: we have your request.
- In progress: someone is working on it.
- Waiting for you: we need something from you. Select Send reply to answer.
- Resolved or Closed: we’ve finished. If you still need help, select Reopen request when it’s offered, or start a new request.
The Updates bell in Help & Support lists new replies and the status of actions you’ve asked for.
LuraBot and support requests are separate
Your LuraBot conversation isn’t sent to support automatically. If you choose Contact support from LuraBot, you review the subject and details before anything is shared.
Without the app
Use the contact form or email support@luravpn.com.
