What to share with support
What to include in a support request, what never to share and how diagnostics protect your privacy.
Updated
Review your message before you send it, and attach only files you want our support team to receive.
Never share
- Passwords
- Payment card numbers or security codes
- Private keys
- Verification codes, two-step verification codes or recovery codes
Warning: If anyone asks for these, even someone who says they’re from Lura, don’t share them.
What helps us help you
- Your device and system version, for example “macOS 15” or “Windows 11”.
- The LuraVPN app version.
- The kind of network: home Wi-Fi, mobile data, work or public Wi-Fi.
- The exact error message, and roughly when it happened.
- The location and protocol you chose, and what you’ve already tried.
Crop screenshots so they show only what we need, and cover any personal details you don’t want to share.
Diagnostics
The app’s Diagnostic Terminal (Preferences › Advanced) removes profiles, keys, passwords and tokens from its logs. Copy copies the visible logs so you can paste them into a request; read them first and remove anything you’d rather not share.
Ask LuraBot from the Diagnostic Terminal starts a message with only your app version, platform, connection state and protection settings. It leaves out addresses, account details and raw logs, and nothing is sent until you send it.
Drafts stay in the Help & Support window’s memory only. They aren’t restored after the app restarts.
