> For the complete documentation index, see [llms.txt](https://docs.lumia.org/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.lumia.org/support-and-community/contact-and-support-channels.md).

# 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.

```mermaid
flowchart TD
  A["What do you need?"] -->|"Developer or integration fault"| B["Technical support: service@lumia.org"]
  A -->|"Non-technical question"| C["General enquiries: general@lumia.org"]
  A -->|"New-business enquiry, not a support request"| D["Talk to us"]
  A -->|"Not sure, or anything else"| E["Telegram support bot"]
```

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](https://t.me/lumia_helpdesk_bot) |
| Technical support    | Developer/integration issues: RPC errors, deployment failures, bridge or transaction problems, SDK/API bugs.         | `service@lumia.org`                                      |
| General enquiries    | Non-technical questions: partnerships, media, account questions that aren't a technical fault.                       | `general@lumia.org`                                      |

### What to send

Whichever channel you use, include:

* Which network and chain ID you're on (mainnet or Beam testnet); see [Networks](https://app.gitbook.com/s/chmhPiVNAafGw48c4oU2/reference/networks-and-endpoints) 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](https://app.gitbook.com/s/chmhPiVNAafGw48c4oU2/support-and-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](https://app.gitbook.com/s/chmhPiVNAafGw48c4oU2/institutions/talk-to-us) instead. It routes to a different team.