Contact and support channels

Who this is for: anyone who needs to reach the Lumia team directly rather than search the docs. At the end of this page you'll know which channel to use and what to send them.

Which channel to use

This routes the four cases described on the rest of this page.

The diagram does not show response times or escalation paths.

Support channels

Channel	Use it for	Contact
Telegram support bot	Any issue or question. Creates a support ticket; the team follows up. Default channel if you're unsure which to use.	@lumia_helpdesk_bot
Technical support	Developer/integration issues: RPC errors, deployment failures, bridge or transaction problems, SDK/API bugs.	[e-mail]
General enquiries	Non-technical questions: partnerships, media, account questions that aren't a technical fault.	[e-mail]

What to send

Whichever channel you use, include:

• Which network and chain ID you're on (mainnet or Beam testnet); see Networks if you need to confirm.

• The RPC endpoint you're using, if relevant.

• Transaction hash and wallet address, if the issue involves either.

• What you expected to happen vs. what actually happened.

Before you send anything, run the wrong-network check that resolves most reports on its own: see Support & community.

When to use Talk to us instead

These channels are for existing users with a technical or account issue. If you're a prospective institutional partner, issuer, or integrator with a new-business enquiry rather than a support request, use Talk to us instead. It routes to a different team.