If you need help with a VPS, billing question or a general inquiry, the fastest way to reach us is by opening a support ticket from your client area. This guide shows exactly where to click, what to fill in and how to add attachments so the support team can help you faster.
To open a ticket, you need a LumaDock account. If you don't have one yet, you can create a free LumaDock account by following this simple guide.
Where to find the support tickets section
After logging in to your LumaDock client area, you can open a ticket in two ways.
Option 1 – From the sidebar
Go to the left menu and click Support.
Select Open Ticket to start a new request.
Option 2 – From the main page
Open the Support section and scroll to Contact Us.
On the page that opens, click Open Ticket to create a new support request.
Choose the correct support department
Before writing your message, select the department that best fits your request.
Tech support for VPS or service related issues
Billing for invoices, payments and refunds
General enquiries for questions that don’t fit the other categories
Picking the right department helps your ticket reach the right team faster.
Fill in the ticket details
Once the ticket form opens, complete the required fields carefully.
Related product
If the issue is related to a specific VPS or service, select it from the list. This gives the support team direct context about your setup.
Priority
Choose the priority level that matches the urgency of your problem. For most questions, Medium is the right choice.
Use High only for serious service-impacting issues.
Subject
Write a short and clear subject that describes the problem. A good subject helps us understand the issue at a glance.
Message
Describe the problem in detail. Include what you were trying to do, what happened instead and any error messages you see.
The more context you provide, the fewer follow-up questions are needed.
Adding attachments to your ticket
You can attach files to your ticket if they help explain the issue.
Add attachments
Click Add Attachments below the message box and select files from your device.
Screenshots, logs or PDFs are often very helpful for technical issues.
Allowed file types include jpg, gif, jpeg, png, txt and pdf. The maximum file size per attachment is 256 MB.
Sending the ticket
After reviewing all details, click Send Message to submit your ticket.
You’ll see it appear in your ticket list and our team will reply as soon as possible.
If you forgot to open a ticket for something important, open one as soon as you notice. For more details, please check our Terms of Service.