Support Policy
Last updated: 18 October 2026
This Support Policy explains where to get help with Lumy, what our team can and cannot help with, how quickly we aim to reply, and how we expect everyone to behave. It forms part of our Terms of Service.
1. Channels
| Channel | Where | What it is for |
|---|---|---|
| Ask Lumy (help agent) | Bottom corner of every page | Instant answers, 24/7, free. It can hand the conversation to our team with the chat attached |
| Support requests (tickets) | /support | Everything the help agent cannot solve. Every request gets a reference (such as T-ABC12F) and a private link to follow it |
| Trust and Safety | /abuse | Reporting projects, copyright notices, counter-notices, trademark complaints and appeals |
| Security reports | /security | Vulnerabilities and compromised accounts |
| Legal notices | /support?cat=legal or hello@luminary.gg | Formal legal matters |
| Status | /status | Whether building, painting, publishing, sign-in and email are working |
| Docs and Help Center | /docs and /help | Guides and answers |
Replies to tickets always appear on the My requests page under /support, where you made the request. They may also come by email, if you give one.
Who can open which request.
- Always open to everyone, whatever your plan: bug reports (something is broken), billing, account and sign-in, privacy and data requests, security reports, safety reports about projects, and legal requests (including copyright, trademark and appeals).
- How-to questions (how to use Lumy and its features) are answered by email from Starter and up. On Free, how-to help comes from Ask Lumy, the Docs and Help Center, and the community.
- Pro and Studio get priority support: Pro priority email support, and Studio priority support and onboarding. Paid plans are coming soon. See What each plan includes.
- Business and Enterprise questions are open to everyone.
The help agent answers from our documentation and cannot see or change accounts, projects or payments, and cannot promise refunds, tokens, exceptions, dates or features. Its answers are automated and may be wrong; our Terms and policies always prevail.
2. What support covers
- how to use Lumy and its features (by email from Starter and up; for everyone through Ask Lumy, the Docs and the community);
- builds that fail repeatedly or behave unexpectedly because of Lumy;
- sign-in, account and lost project problems, including restoring a deleted project or account's projects within 30 days of deletion;
- plans, tokens, top-ups, billing and refund requests under our Billing, Tokens and Refund Policy;
- publishing, taking projects down and custom domains;
- privacy and data requests;
- business, team and Enterprise questions.
3. What support does not cover
- writing, reviewing or debugging custom code for you, or designing your project for you (ask Lumy in the studio);
- legal, tax, accounting, financial or regulatory advice, including about your own app, store rules or privacy notices;
- third-party services, including sign-in providers, payment providers, domain registrars and services you connect, such as your own Stripe or GitHub accounts;
- projects built by other users (report them at /abuse);
- features that are not available yet.
4. First reply targets
Business days, from when we receive a complete request.
| Priority | Topics | First reply within |
|---|---|---|
| Urgent | Security reports, reports of harmful projects, copyright notices | 24 hours |
| High | Something broken, billing, account and sign-in, privacy requests, appeals, trademark, legal | 48 hours |
| Normal | How-to questions (Starter and up), business and teams | 72 hours |
| Low | Feature ideas, feedback | 5 business days |
- These are targets, not guarantees, and they apply to the first reply, not to resolution. Reports of harmful content are acted on as fast as possible, any day.
- Within each priority, support requests from Pro and Studio accounts are answered first (priority support). Enterprise customers get priority support. Contractual service levels are available only under a signed Enterprise agreement.
5. Languages
Support is provided in English first. We may reply in other languages where we can, using translation tools. The English version of any reply and of our policies controls.
6. Your conduct
We want every conversation to be respectful. When contacting support, you must not:
- insult, threaten, harass or use abusive, hateful or sexual language towards our staff;
- send spam, repeated duplicate requests, or bulk automated messages;
- impersonate someone else or give false information;
- try to manipulate the help agent or staff into breaking our policies, revealing internal information or giving you benefits you are not entitled to;
- share other people's personal information without a lawful reason.
We may end a conversation, close tickets, limit your access to support channels, or suspend your account if you break these rules. Abusive messages end the conversation. We may keep records of support interactions as described in our Privacy Policy.
7. Your safety
- Lumy staff will never ask for your password, verification code, card number or keys. Do not send them in a ticket or chat.
- Anyone asking for them in our name is not us. Report it at /abuse.
- If someone is in danger, contact local emergency services first.
8. Changes
We may change our support channels, scope and targets. The current version is always on this page.