# Contact support
Source: https://docs.luriart.com/troubleshooting/contact-support
Plain text: https://docs.luriart.com/troubleshooting/contact-support.txt

How to reach Luria support, what to include so we can fix it first time, and what to do first if your page looks broken.

## If your page looks broken right now
Pause Luria first, then write in. Pausing stops all changes on your site within about 60 seconds and loses nothing; your Brand Brain and history are kept.

Dashboard > Pause.  Or on Shopify, Online Store > Themes > Customize > App embeds > Luria > off > Save.

Then email us (below) with the page URL and a screenshot. We would rather you pause and be wrong than leave a broken page live.

## How to reach us
* **Email:** [support@luriart.com](mailto:support@luriart.com)
* **In-dashboard chat:** the chat bubble in the bottom corner of the dashboard.

Expect a first reply within one business day; urgent "page is broken" emails are prioritised.  Put "URGENT" in the subject if your store is affected right now.

## What to include
The more of this you send in the first message, the faster it gets fixed.

1. Your store URL.
2. Your Site ID (dashboard > Settings > Install).
3. Your platform (Shopify, Webflow, WordPress, GTM, and so on).
4. What you expected to see, and what you saw instead.
5. A screenshot, or a screen recording if something moves.
6. The time window (with your time zone), especially for number mismatches.
7. Anything that changed recently: theme update, new app, consent banner, tag manager publish.

Do not send passwords or Shopify staff invites unless we ask for them. If we need store access we will request collaborator access through Shopify.

## Before you write
Most issues are one of these. Each takes a couple of minutes to rule out.

* No green dot or no sessions: [Snippet not firing](/troubleshooting/snippet-not-firing).
* Nothing changing on your site yet: [No variants serving](/troubleshooting/no-variants-serving).
* Numbers look off: [Numbers don't match Shopify](/troubleshooting/numbers-dont-match-shopify).
* Everything else: [Common issues](/troubleshooting/common-issues).
* Billing questions: [Billing](/dashboard/billing).

## Other addresses
* Privacy and data deletion requests: [privacy@luriart.com](mailto:privacy@luriart.com)
* Security vulnerabilities: [security@luriart.com](mailto:security@luriart.com)

## Next steps
  - [Common issues](/troubleshooting/common-issues)
  - [Snippet not firing](/troubleshooting/snippet-not-firing)
  - [Billing](/dashboard/billing)