If you’re dealing with a billing question or something doesn’t look right on your account, this article explains exactly how to reach the right team and what to expect next.
This applies to payments, failed charges, service suspensions, refunds and any other billing related topic tied to your LumaDock account.
When you should contact billing
Billing tickets are the right path if you’re facing any of the following situations.
A payment failed and your service was suspended
You were charged but the service did not activate
You want to request a refund
You have questions about invoices or charges
Your account shows a billing status you don’t understand
If the issue is technical and not related to billing or account status, please contact technical support instead. Billing tickets are handled separately and may slow down resolution for technical issues.
How to open a billing ticket
All billing requests are handled through the ticket system so nothing gets lost and everything is logged properly.
Step 1 – Open the support section
Log in to your LumaDock account and go to the Support section.
Choose Open ticket to start a new request.
Step 2 – Select the billing department
When prompted to choose a department, select Billing.
This ensures your request reaches the correct team without delays.
Step 3 – Describe the issue clearly
Explain what’s happening in simple terms. Include relevant details like invoice numbers, payment dates, error messages or the service affected.
Clear context helps resolve things faster.
What happens after you submit
Once the ticket is submitted, the Billing Department reviews it and replies directly inside the ticket.
Response times can vary depending on request type and volume, but all tickets are handled in order.
You’ll receive a notification as soon as there’s an update.
Avoid opening multiple tickets for the same issue. That can slow down resolution rather than speed it up.
Refunds and billing rules
Refund eligibility, timeframes, and limitations are defined in LumaDock’s Terms of Services.
Before requesting a refund, it’s a good idea to review these rules so you know what applies to your situation.
You can find the full policy here:
https://lumadock.com/legal/terms-of-services
Billing decisions are always made in line with these terms.
If your service is suspended
If a service is suspended due to a failed or missing payment, opening a billing ticket is the fastest way to clarify the status.
In many cases, resolving the payment restores the service without manual intervention. If not, the billing team will guide you through the next steps.
Tips for faster resolution
A few small things make a big difference.
Use one ticket per issue
Include screenshots if there’s a visible error
Don’t remove or edit messages after sending them
Keep replies in the same ticket thread
Clear communication helps everyone move quicker and avoids back and forth delays.